What To Do If Your Package Doesn't Arrive
Ordering online is usually straightforward, but it can go wrong when stock runs out, couriers lose parcels, or a retailer simply stops responding. A typical situation looks like this: you order a laptop on a great deal, pay by credit card, and wait. The delivery date passes. The retailer says more stock is coming. Another week goes by, and you are still empty handed.
The good news is that UK consumer law gives you several routes to either get the goods or get your money back. Here is how things stand in 2026.
Your Starting Point: The Consumer Rights Act 2015
For consumer purchases, the Consumer Rights Act 2015 (CRA) is the main piece of legislation. It replaced the old Sale of Goods Act 1979 and related laws. Alongside it, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 set the rules for buying at a distance, which covers anything bought online, by phone, or by mail order.
Under those Regulations, unless you agreed a specific delivery date, the trader should usually deliver within 30 days of the order. If they miss that deadline, or miss an agreed date that you made clear was essential, you have the right to cancel and get a refund.
Contact the Retailer in Writing
Phone calls are easy to forget about and hard to prove. Send an email, or use the retailer's online contact form, and keep a copy. Set out:
- Your order number and the date you placed it.
- The amount you paid and the payment method.
- The promised or expected delivery date.
- What the retailer has told you so far.
- A clear new deadline by which you want delivery, or a refund.
A reasonable further period might be seven or fourteen days, depending on the item. Tell them that if delivery has not happened by that date, you will treat the contract as cancelled and ask for your money back.
The Consumer Contracts Regulations allow you to give the trader an additional period appropriate to the circumstances. If they fail to deliver within that time, you may end the contract and claim a refund of everything you have paid, including delivery charges.
There are some situations where you do not need to give extra time at all, for example where the trader has refused to deliver, or where the delivery date was essential. A wedding cake for a specific Saturday would qualify, as would a Christmas gift ordered well in advance with the date confirmed.
Refunds for cancelled orders should normally be made without undue delay, and usually within 14 days of the cancellation taking effect.
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If the retailer ignores you, or refuses to refund, you have several other options.
Section 75 of the Consumer Credit Act 1974
If you paid by credit card and the cash price of the item was over £100 and not more than £30,000, the card issuer is jointly liable with the retailer for breach of contract. That means you can claim the money back from your credit card provider if the goods do not arrive.
This is one of the strongest protections available, because the card company is on the hook even if the retailer goes out of business. Contact your card issuer, explain what has happened, and ask to make a Section 75 claim. You will usually be asked to fill in a form and provide copies of your correspondence.
Chargeback
If you paid by debit card, prepaid card, or by credit card for something under £100, Section 75 will not apply. Instead, you can ask your bank to use the Visa, Mastercard or Amex chargeback scheme. Chargeback is not a legal right; it is a scheme rule, but in practice banks process these claims regularly for undelivered goods.
Time limits matter here. Chargeback claims usually need to be raised within 120 days of the expected delivery date, though the exact rules vary by scheme. If you are unsure which route fits your situation, our guide on chargeback or Section 75 explains the differences in more detail.
PayPal, Klarna and Other Payment Services
If you paid through a third party service, check their buyer protection policy. PayPal, Klarna and similar providers each have their own dispute process and time limits. Open a dispute through the platform's resolution centre rather than relying only on emails to the retailer.
Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.
Buying From a Marketplace
If you ordered through a marketplace such as eBay or Amazon, the seller is often a third party rather than the platform itself. Marketplaces usually have their own buyer protection schemes, which can be quicker than going through the courts. They are not foolproof though, and our article on the eBay Money Back Guarantee sets out where the cover may fall short.
Can You Force Them To Deliver?
In short, usually not. If the retailer genuinely has no stock, no amount of letter writing will produce a laptop. The law primarily entitles you to a refund rather than guaranteed delivery, although you are still free to negotiate. You can ask the retailer whether they will price match an equivalent product, or offer an alternative, but they are not obliged to agree.
If All Else Fails
Where the retailer refuses to refund and your card claim is rejected, you can:
- Complain to the Financial Ombudsman Service if the dispute is with your card issuer or payment provider.
- Use an Alternative Dispute Resolution (ADR) scheme if the retailer belongs to one.
- Bring a small claim in the County Court for the value of the goods.
Citizens Advice can guide you through the consumer complaints process and pass details to Trading Standards where appropriate. GOV.UK has up to date information on court fees, ADR providers and the latest procedures.
Whichever route you use, keep copies of the order confirmation, payment receipt, delivery promises, and every message you exchange with the retailer. A tidy paper trail makes any later claim much easier to pursue, and in most cases it is enough to persuade a reluctant trader to refund without further argument.
I am getting very frustrated at the fact that my money has been taken and nothing sent. There is absolutely zero customer service. I haven't rung the company because it is an American phone number. I have emailed 3 times and also sent msgs via their contact forms they have.
Is there anything I can do as in regards to getting my money back?
Any advice would be appreciated.
They just seem to not care that theyve taken my money, upset my wife because the jacket hasnt arrived ... feel so annoyed and feel like ive been scammed
Inspirational home furniture and gift. Co. Uk
My order was due to arrive 3-5th June, wen I contacted a local supplier that's works for them who I went through whilst purchasing my goods, she give me a tracking number, few days later it say, d my goods wer delivered, I contacted her told her I hadn, t received it, she then got in contact withe her boss who tracked by goods say, d it had been sent to my address and that a name which I hadn, t hear of or is a familiar with signed for it, they have now stated that once good leaves them it's between the courier & me, which in fact it was them I paid not the courier, I tried contacting the courier but no reply, I infect wen I checked out the courier the reviews or All badR
I have being sending emails and they refunded me 50% of my paid amount.
Their support centre keeps telling me to enjoy my product and return within 120 days. What must I return when I never got my purchases.
They cant give me a South African tracking number or any details to follow up.
I have been trying to call the post office dhl and even called dhl ecommerce but no1 can help.
It's so frustrating after 6 months to not receive my goods
I did threaten them with legal action and going viral but I have no joy.
The company is in Denver US
Please help
Thank you
However I still have not received this item.
I have emailed the company several times but I have not received a reply from them.
It says the transaction was my Amazon Pay but it doesn't show on my Amazon account. My bank shows the money as being taken from my account. What can I do now?
When you order another item via this plan, we suggest you contact the retailer first asking them for rough time scale of when the item will be in stock. That will mean you can use your consumer rights with regards to delivery.
This is not the case and we have not received any doors previously or been advised of any delivery.
What should I do ?
Payment was by Credit Card. The amount paid was over £1,000.
PLEASE NOTE THAT IF YOU DO NOT CHOOSE THE INSURED OPTION,
WE WILL NOT BE HELD LIABLE FOR ANY LOSSES IN TRANSIT
Obviously I chose the uninsured postal option and clicked on agree to terms.
Goods never arrived and retailer won't replace or refund.
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