What Can I Do When Goods I've Ordered Don't Arrive?

Originally written by Sarah Clark, updated by the editorial team on 11th May 2026

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 Drags Its Heels

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.

The Next Step

Now that you have read through the advice above, you might want to put it into practice. Our Faulty Goods Rights Checker lets you find out your legal rights on a faulty product in less than a minute. Try it now →

87 questions

Ask Consumer Rights Expert a Question

ConsumerRightsExpert Editor 17/08/2026 at 3:00 pm

@Sue Under the Consumer Rights Act, if no delivery date was agreed, goods must arrive within 30 days. You're well past that, so write to Hillarys stating the contract is terminated for failure to deliver, and demand a full refund of your deposit within 14 days. If they refuse, do a chargeback through your card provider (Section 75 applies if you paid over £100 by credit card). Keep everything in writing and mention the Consumer Rights Act 2015 by name.

Sue 17/08/2026 at 2:01 pm

Ordered blinds from Hillarys and paid hefty 50% deposit. Installation date was cancelled and customer services could not give me another date
Contacted fitter but he has no information either. Told I can't cancel as blinds 'are in production".Been waiting 2 months since order and no blinds. What are my rights?

Claire UK 08/10/2021 at 2:50 pm

I ordered some boots from the USA a month ago and I haven't received them. I have tried to contact the company numerous times and sent messages but I haven't heard back from them.
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.

flash 01/09/2021 at 8:03 pm

I ordered a jacket for my wife on 3rd june 2021 and at the time of writing this 1 sept 2021 i have not received the item or a refund , i have message Ultamodan, based in london on 4 occassions and had 1 reply stating someone was looking into it and that was last month with no futher reply, I have stated i will take a refund , nothing! i have said i understand shipping issue but not 3 months from london, nothing!, i have also said i will report them to trading standards and apply through small claims court if need be,, guess what NOTHING!!

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

Loz 11/08/2021 at 6:34 pm

I ordered a product from a company called water drop 24 days ago I’ve messaged them a few times and each they say it’s been dispatched and they say theres no indication it’s lost or returned to them…how long as a customer am I expected to keep waiting for a package before demanding a refund?

Phoebelicous 10/06/2021 at 7:28 am

I purchased a 5 piece garden furniture set cost me £539.99, from an on line retailer called
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

Upset 17/09/2019 at 5:37 pm

I purchased Keto Pure from Go Healths on 28 March 2019.
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

Saharya 16/07/2019 at 7:11 pm

I had ordered a vaccum cleaner and price paid by debit card but on scheduled delivery time no one turned up although I received a sms of product being delivered. I called the e-commerce company several times but they don't listen to me and keep saying that there investigation shows that product is deliverd and when I filed for return of product they didn't turned up again what should I do.

Debbie from Ipswich 30/03/2019 at 4:40 pm

I ordered a Modern Witch Hat Made From High Quality Sheep Wool - 1 ORDER #1587 from CthulhuCoven on 16-08-18.
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?

MJ 03/03/2019 at 5:04 pm

I ordered an index portable hot tub right after Christmas 2018 it was paid for and cleared the bank but I never received it and I no longer have the company's name because my computer crashed and the bank can not tell me what the name is I only have the name on my bank statement

Hazel 07/07/2017 at 6:17 pm

I purchased a guide book 2017 on 22nd May for my parents for which showed where the could use 'camping cheques' for this year. They used to be able to buy at same time as the cheques in the UK but now you can only buy direct from company in France. The book didn't arrive before they left and still hasn't and they are now back so no longer require it. I rang the company (no email to contact) and explained the situation and asked for refund. They said not their fault unable to give refund but they could resend book. Explained no longer needed as camping cheques now used (with last year's book where possible). Still refused a refund. Should they still issue a refund? If they won't can I still claim through my credit card as a charge back?

ConsumerRightsExpert Editor 06/07/2017 at 12:22 pm

In general your consumer rights say that you can ask for your money back if you don’t receive the item either within 30 days of buying it or on the date you agreed with the seller. If the seller refuses to give you your money back, you should put your complaint in writing. Looking at the retailer's website it seems that item's purchaed via their payment plan are treated differently and they include the following statement "Items purchased by Payment Plan will be shipped to customers once the goods have come into stock and the last payment has been charged and cleared. Shipping costs and any applicable taxes are added to the last payment."
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.

Dralnegar 05/07/2017 at 6:56 pm

I have a complaint to make about a company called Big Chief Studios (BCS). This company is a reseller for a large amount a 1:6 scale display actions figure i.e. Star Wars / Marvel etc. However they also produce a range of their own. They keep advertising new products, and as I like to have all of their products I sign up for them and pay over a 6th month period or so. However orders that we made for products well over a year ago have still not been honored, and a lot of people are complaining about this. BCS keep advertising new products that you can pre-order, but there are so many figures that people have paid for, for quite a long period of time, that the delivery date is no where in sight. Is there anything that can be done to anonymously contact them, by trading standards to investigate their business practises as at this point I find it a little dodgy.

Tolerant 23/06/2017 at 8:21 pm

I purchased a rechargeable power brush (for my bathroom) which had been advertised on Facebook. I paid extra to have a quicker delivery. I was told I would have a tracking number 3-5 days later. I didn't receive this and my delivery has still not come. I have no address or phone number for the company, only an email address. I have sent them countless emails but they have not replied to any of them - the payment was taken out of my credit card on the day I ordered it. The total was £42.80. Have I any way of getting my money back?

Scrogg 26/05/2017 at 10:10 am

I've ordered a mower online from the UK's no 1 online garden machinery store. Admittedly it was cheaper than anywhere else at £300. I received a confirmation by e-mail, but not a delivery date - so i e-mailed them to ask. A professional looking reply came back saying it would be delivered in 2 weeks. It still hasn't arrived & i cant get hold on of them on phone - just a message to say they are busy then tells you to ring off.They look authentic online showing new & used machines - what do i do please. i could drive to them but about 2 hours away!

ConsumerRightsExpert Editor 04/05/2017 at 2:19 pm

Is it the retailer's responsibility to ensure items are delivered to you as ordered. If you haven't received them, the retailer should follow this up with the courier or post office to find out what's happened to the doors and let you know. If your item wasn't delivered (e.g it was left with a neighbour etc), it is the retailer's responsibility by law to sort it out. If the item doesn't turn up, you're legally entitled to a replacement or refund.

Dave 03/05/2017 at 10:55 pm

I ordered 5 internal doors online. Two arrived today, but upon contacting the supplier regarding the order shortfall I was advised that the other 3 were delivered to us on 5th April ( the day after placing the order).
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.

Sancha 23/04/2017 at 11:34 pm

I bought a coffee machine from Nespresso which I never received on 30th January and I've been trying to get a refund since then without any success. I am desperate to get some resolve in this matter but Nespresso keep fobbing me off. What can I do?

ConsumerRightsExpert Editor 16/03/2017 at 2:40 pm

What are the details? Was this an online order? Was the insurance for postage? Was it a UK retailer? Sorry at the moment there's not enough information to comment.

cazmillon 15/03/2017 at 6:31 pm

Is this legal in the terms and conditions:

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.

Miss M 04/03/2017 at 2:39 pm

I purchased 5 sets of blinds from a store in their sale. I took possession of two and told the other three would be sent from their other branch in a few days. Two weeks later they did not arrive and I had returned the other two as they needed to be trimmed and the installers refused to work with cut blinds. I was told I couldn't get a refund. A sign in their store only states no refund on net curtains and I was not told about their refund policy at the till. I spoke to the manager who offered to give me a discount on custom made roller blinds which my credit covered. I was told it would take two weeks to be made. I called in the second week to see if two of the pulls/controls could be changed to the left. I was told it was too late as the blinds would have been made. Three weeks on I called to get a status as no-one had called. The manager said there was a fire at the factory and they would have to get the blinds made else where. I have no faith in this store. I have been promised delivery the following week but feel this will not materialize. What can I do now as they do not want to refund my money.

BW 29/01/2017 at 9:13 pm

We bought 2 cars last week and paid for them and picked them up on Thursday. On Friday the same cars were in the paper at a much reduced price. The advert was sent into the paper before we bought them. Advice please.

Ian 28/01/2017 at 6:02 am

I placed an order with CEX on the 27 December 2016. I received notification that goods were being dispatched on the 2 January, unfortunately they were never delivered.
I contacted CEX and they said wait until the 16 January and then contact us if not received. My problem now it that they are totalling ignoring all of my communcations in respect of the goods that have not been delivered. They do not have a phone number for customer services as only communicate by email so cannot speak to anyone at the company.
Is there any suggested course of action i could take that will prompt them to contact me and ultimately send me by goods which i have paid for.

tylerdavis 28/12/2016 at 10:01 am

I brought a phone off a private seller from a facebook buy/swap page but its been just under two weeks and havnt recieved anything and havnt heard from the seller either who was quiet prom to start with, i have paid via bank transfer and have now seen the same person advertiing to scam again. What should i do,please help!

Chrissy 24/12/2016 at 10:52 am

I have bought a product from SavviBuys. They took the money from my account on 13th Dec. Promised delivery yesterdsy 23rd Dec. Nothing arrived. Not responding to any emails and i cant find a contact phone number. Its a gift for someone special tomorrow Christmas ay.

Amit 24/12/2016 at 10:37 am

I have also the same problem.ordered item is not come even after 30 days. What should I do to claim my product. Whenever I called that company they said your product is out of stock.

rach 10/12/2016 at 10:21 pm

i made an order of clothing online to forever boutique in oct and they kept telling me it was a pre order item an we're waiting for them to arrive, i'm still waiting for my perchase, they have taken my money left me with nothing and have blocked me from contacting them! please what can i do now!?

ConsumerRightsExpert Editor 05/12/2016 at 12:52 pm

Try phoning. Sometimes a customer phone line is more effective. If you don't have the item delivered within 30 days, write to them and tell them you are cancelling your order for a full refund. Your card company should be able to help with this.

Wayne 02/12/2016 at 8:59 am

I purchased something online and haven't received anything I've tried emailing but have got no reply

ConsumerRightsExpert Editor 30/11/2016 at 12:58 pm

You can cancel an order if it's not delivered within the agreed timescales. Write to the company (the address is at the bottom of their website pages) and say if it's not received within the next 7 days you will exercise your right to cancel. If they do not respond/your do not receive your item, contact the card provider of the card you paid with.

H 29/11/2016 at 4:41 pm

I ordered a personalised phone case on line from Wrappz, and was told I would receive it once shipped within two days, 10 days later I still haven't received it, I have emailed several times and not had any response, I have tried calling but it's an automated response that says to email them. What can I do now?

Jeanne 26/11/2016 at 8:05 pm

Bought stuff of wowcher in oct not received wowcher said contact company i did 4 times each time they said sent out not got money back wowcher wont do anything niether will company where do i stand

Kharv 26/11/2016 at 5:31 pm

We ordered a travel system from a well known retailer, told on numerous occasions that it was on pre order however at time of sale this was not the case. They offered different colours however after further contact (to which they NEVER called or made contact with us we had to call or email) they found the item paid for was not in stock and won't ever be in stock again. What rights do I have to get the goods that they have taken money for or refund or compensation?

ConsumerRightsExpert Editor 23/11/2016 at 10:04 am

You can cancel an online order that is not delivered within 30 days (unless an alternative date was agreed at the time of order). You should therefore write to them saying you are exercising this right and demanding a refund - contact your credit card company if they do not cooperate.

Sophie 22/11/2016 at 12:22 pm

Hi, i ordered 3 mini personalised footballs online on the 9th October 2016. Its now the 22nd November 2016 and im still waiting for the order. Ive emailed the company 4 times, messaged them on facebook and put a comment on their facebook page which they deleted. I try to ring them and i cant get through. I dont know what else to do or where i stand, could you please give me some advice?

Thank you

Mimi 12/11/2016 at 11:27 am

Hi, I ordered a pair of shoes online and payment was taken the next day. When I placed the order I received a confirmation email which indicated I would get a further email confirming dispatch once payment was processed. This has not happened (two weeks later). I emailed the company and contacted them via a form on website but haven't received a response (the website doesn't have a phone number). I'm wondering what I can do now given they aren't responding to me. Thanks

ConsumerRightsExpert Editor 02/11/2016 at 10:38 am

It's impractical to be able to check every unit of a kitchen on delivery - if you didn't sign for all the items, it was clear that you did not/were not able to check them. Go back to the retailer and insist on a replacement.

sam 01/11/2016 at 10:32 am

Hi I have just bought a new kitchen for the charity i work for, when it was delivered my colleague checked and signed for the larger cost items such as the white goods, but did not feel confident to check all the other components such as doors, feet, end bits etc. so signed these items unchecked. On fitting (we have got volunteers to do this as we are a charity) we have found a whole cupboard and its components missing. When calling the store they said they are unable to do anything as we have signed for it!! Please can you advice me of my rights?
Many thanks Sam

ConsumerRightsExpert Editor 10/10/2016 at 2:11 pm

In general there is a default delivery period of 30 days unless a longer period was agreed/stated at the time of ordering. If you item is not delivered within the 30 days (or on the date agreed), you can terminate the purchase and get a full refund.

Keelie 09/10/2016 at 8:12 am

Hello, I ordered a jacket online for 55$ from a popular clothes store, along with two other items. The other two items came, however the jacket has yet to arrive. I already paid the full amount for all three on my debit card. I've contacted the seller multiple times, and on the 8th of September I was told they would reach out to the warehouse to see what happened and reply in a few days. It's now October 9th. Is there a way I can take this to someone higher?

ConsumerRightsExpert Editor 03/10/2016 at 12:06 pm

Contact the retailer and tell them that courier is not contactable - say you are giving them 30 days from the agreed delivery date at which point your will cancel your order and expect a full refund. (In general if the trader doesn't deliver the goods within 30 days and you have paid for timed delivery (and made it clear that delivery within an agreed period was essential), then you may cancel and have all costs reimbursed, including postage.

dotty 01/10/2016 at 10:59 am

hi
My husband purchased a 125cc motorbike from Direct Bikes on a pre-order, at the beginning of September, the bike was due in on the 25th. Delivery on their site says within 3 working days. I checked up with the company to confirm that they had got the bike in they confirmed it was in and we were awaiting for a call from courier. The company said it would that week, we waited no call. Emailed the company, as the phones were not getting answered, to have an update on delivery. Replied with the courier will call you next week to arrange delivery. I emailed again to-day( Sat 1st), for an up date, the reply again says the courier will call you next week. I have requested the couriers contact details to arrange delivery myself, again, the don't except inbound calls . Can I get a full refund of £1,184 and if so, where do I go to get it back. I have direct bikes for confirmation of they address to cancel order to send & request full refund in writing via registered letter. Many Thanks

rishu 25/08/2016 at 5:56 pm

Hello sir.
I ordered home gym set online and paid money online on date 29 july 2016 . Firstly they said ur order will take time to delivered due to some reason give us time. we give time to them to resolve our problm. After then we get message that ur product is delivered at your place on 24 August . But we didnt recieve our product . After then we contact that site Now they said they will provide us detail whom recieved the product . Now what should we do. Please help us .

Dolly 24/08/2016 at 2:04 pm

I ordered goods online company said royal mail said delivered I did not receive them contacted customer service told 30 days to sort out now say sent delivered received this company has had other complaints same issue

ConsumerRightsExpert Editor 04/08/2016 at 2:45 pm

In general if you don't receive an item on time, you can ask for your money back within 30 days of buying it or
on the date you agreed with the seller - if it was essential to receive it by then (for an event for example).

Shazza 03/08/2016 at 3:11 pm

Hi I ordered a dress the start of May they never said it was 3-4 week wait so after a month of no delivery I contacted the company to find out where it had got too. They said there had been a delay and it would be another 2-3 weeks I agreed to wait again. On the 10th July I cancelled my order and they said a refund would be OK but I had to wait 14 working days then another 3 for it to show in my account. Still nothing so again I've contacted them and they said they have a back log of refunds and I'd have to wait. I just want to know my rights, how long should I have to wait?

Kasia123 21/07/2016 at 6:57 pm

hi ...

I have ordered a shoes online , I should have delivered them to my address in 4-5 working day , but it didn't happened so i text to the company on facebook but they didn't respond and after few days they block me there and also delete them profile on facebook. I tried to message them on them webside but they never reply me back :( I have got the confirmation payment ... do I can do something to get my money back in any other way if so they no replying to me and also there is no any contact number ????

Iqbal 27/06/2016 at 10:50 am

I ordered four wardrobes and two beds from a local furniture shop. It first took them two weeks to deliver even though it was agreed to be done two days after ordering.When it was finally delivered the wardrobes were the wrong ones. It took another week of calling to arrange a replacement. When the delivery men came they were not happy with the fact that they had to bring four wardrobes down and then take four upstairs again so they just left our ones downstairs and took away the returned ones. I would like to know my rights in this instance particularly since the shopowner agreed to have the furniture taken into the bedrooms and also has it written clearly on his business card.

ConsumerRightsExpert Editor 18/05/2016 at 2:10 pm

They might think it a bit suspicious that you are suddenly contacting them after all this time and it will make it extremely difficult. Also the marketplace is a vehicle for private businesses to sell, so you'll need to check the terms and conditions.

Rosa 16/05/2016 at 3:43 pm

I ordered some shoes online which did not arrive. I emailed the seller to inform them and they said they'd check the tracking number and get back to me. They did not get back to me. I emailed them again to ask for an update, and they said the shoes should have been with me a while ago as they were shipped weeks ago. They then sent me another message to say they had shipped another pair of shoes to me.

I then forgot about the shoes as this all took some time. I have just remembered now after going back on the website, i bought the shoes 10 months ago. Have I got any chance of getting a refund? It is ASOSMarketplace, who say after 60 days the stores do not need to give a refund, but you can try and send them a message, which i have now done. Is this 60 day rule legal?

Thanks a lot!

Damon 22/04/2016 at 11:22 am

I placed an order online with Homehardware UK. Paid bvia their web site by Debit Card and awaited for my goods to arrive. When the goods failed to be delivered by the agreed date, I emailed the company asking what the situation was. They did not acknowledge my email, but phoned me up saying the goods had been delivered and I had signed for them... but the goods haven't been delivered to my address and I definately haven't signed for them. When I informed the Customer Services Assistant of this on the phone, they said they would contact the Courier Company to find out what happened. 1 week later, I had heard nothing back. I tried phoning the company, but their phone system won't let you speak to anyone, unless you know their extension number, so I emailed again to ask for an update on what was happening. I still haven't heard anything back and they don't even acknowledge you emails. While it was only a £60 purchase, I still have no goods to show for it and feel like I paid the money for the 'pleasure' of visiting their website.

ConsumerRightsExpert Editor 04/04/2016 at 2:42 pm

If your delivery is later than agreed and it was essential that it was delivered on time, then you have the right to terminate the purchase and get a full refund. Contact your credit card provider or bank and tell them you want to cancel the order or for them to investigate its non arrival.

wilson 01/04/2016 at 7:59 pm

Hi I purchased some safety glass online played £150 and this was taken immediately, said 10.days and still not received 3 weeks now tried to e mail no reply and phone line constantly engaged tone
What do I do
Many thanks

Sue 04/03/2016 at 5:33 pm

I ordered a mobile phone on contract on 14th Feb the phone was delivered 2 days later but it was locked to a network I hadn't signed up to I contacted the company and they advised me to send it back and they would send me a replacement they have now had the phone back for 22 days and I'm still awaiting the replacement. Phone,, meanwhile my contract has started from 15th February and a payment has already been taken, despite several emails and phone calls I'm still waiting I've had all the excuses in the world and finally got the reason for delay was the fact they were awaiting stock of the phone in the colour I wanted, but was told delivery was expected 5 days ago but despite this I still have no phone can you advise me please

Many thanks

ConsumerRightsExpert Editor 19/02/2016 at 12:26 pm

"Goods must be delivered by the vendor to the purchaser within any contractually agreed timeframe (for example if you purchase a book online and it says delivery within 3 to 5 days, you should receive the book within that timeframe). Of course sometimes unforeseen delays occur (eg problems with Royal Mail caused by bad weather), so you should allow a vendor a reasonable amount of time to get your product to you. If no agreement re timeframe for delivery of goods has been agreed, goods should be delivered 'without undue delay' and in any event within 30 days." See Our guide for more information

chunky 18/02/2016 at 6:54 pm

My wife ordered a bed off world stores on the Internet, paid by debit card, had delivery dates, text message saying courier couldn't order it and new date, had new date, same again.
1st delivery was 29th Jan, no response unless my wife emails them and say the same all the time, waiting for courier for date, it's so annoying now, what can we do ?

ConsumerRightsExpert Editor 10/02/2016 at 11:06 am

You can ask for your money back if you don’t receive the item within 30 days of ordering it (unless another specific time period was indicated). If you have not had any contact from the company, put your complaint in writing. If that doesn’t work you could try trading standards - they may give you details of a dispute resolution scheme. If you ordered by credit card you might be able to get money back through the card provider.

Tinkervic 08/02/2016 at 3:39 pm

I placed an order with Paperchase on 26/12/2015. The payment was taken from my account, but I didn't hear anything about the order. I emailed them to ask what was happening and received an automated response stating my order had been despatched. More days went by but still no sign of my order, so I emailed again and was given an automated response with a ticket number. Again no response, so another email, another automated response and ticket number plus an email with delivery FAQs. So I left a review on the Paperchase facebook page. I get a reply asking for order number and/or email ticket number. I give all details. 8 days later still no reply. It has been over 6 weeks since I placed my order!

ConsumerRightsExpert Editor 13/01/2016 at 2:11 pm

Unfortunately as you have done the right thing by reporting it to the police and ebay, there's not a great deal extra that you can do expect to keep asking them what is happening about your enquiry. Did you look at other feedback results on this seller before purchasing? Make sure you post negative feedback to alert other buyers etc. Your bank might be able to help in tracing where the money has gone etc?

Vix101 12/01/2016 at 12:56 pm

Hi there,

I really hope you can help my husband and I.

We purchased a mini digger before Christmas via eBay for £2200, but paid via Internet banking (nationwide). I received confirmation that the mini digger would be with us within 5days. The 5 days came and went so we emailed the person through eBay but we didn't get a reply and haven't heard anything from them. So we informed eBay's resolution centre who put us in touch with the online fraud and we have received a crime number the date today is 12/1/16, and we haven't received any kind of correspondence from the seller, ebay, or the police. We are not rich and losing this amount of money has put us into hardship and I know my husband upset with himself because the bank won't help or the police or even eBay.

Can you please advise me on what to do next.

Thank you

Vix101

Pelzkidd 28/12/2015 at 10:09 am

I ordered a phone and wen I tracked it the response was order attempted failed/undelivered

luisa Da silva 06/12/2015 at 9:19 pm

Hi
I order some shirts online, and never got them.
Iver sent lots of emails to the client but no answer.

What can I do to get the mone back?

ConsumerRightsExpert Editor 18/11/2015 at 10:17 am

Firstly, check that the casting was received by them (you can do this easily if it was sent via recorded delivery). If you cannot get a response from the company at all, contact you credit card company (assuming you paid by credit card) and make a complaint. They should be able to resolve this or refund you.

Kat 15/11/2015 at 1:29 pm

advice needed please,
I have ordered a casting model of my dogs foot, which has been paid for upfrount, Once I did the casting I sent It back recorded delivery, with order form and noted if they could email once received which person has, how ever it's been over time for this to come back, I have emailed from replay they sent, emailed via web page, and face book.... But no response - even put an alert on email see if they read it....
What else could I do....

paul 14/07/2015 at 2:29 pm

I ordered a 5.6 metre RSJ online which came with free delivery.It was ordered and paid for by credit card on 30th June 2015.
I had an e-mail saying it was dispatched on fri 3rd july for delivery on monday 6th july.
After contacting the seller because the rsj did not get delivered i was told it is with the courier.
I had a builder booked for saturday 11th july as i was assured it will be here by sat morning.
It is now Tuesday 14th july and apparently it is still with the courier and still out for delivery.
Ive had to pay the builder for his wasted time and he will not return until the rsj has been delivered.When i call the courier i get told to contact the seller.where do i stand on this ?
can i cancel the order and get a full refund,and can i claim back the money i had to pay the builder ?
thanks
paul

ConsumerRightsExpert Editor 19/05/2015 at 1:57 pm

@Jfass. You have proof that the order has been received in the email. This kind of thing is often followed up by a despatch notification once the item is dispatched. If you do not receive the phone withtin the time limits shown in their terms and conditions (or 30 days if there are none shown) then you can claim a refund anyway. There's also nothing to prevent you from cancelling your order anyway either (although if it's already on its way, the company may not be able to stop it at this point, so you'll have to return it).

jfass 15/05/2015 at 1:37 pm

I have ordered and paid for a phone from Hot Bargain Phones. They have not sent me a proper order confirmation or receipt, just an email to say order has been received (not saying what the item is) and item will be dispatched but being very vague about a date. I have since been on review forum which have many instances of bad customer service and complaints about goods. I would like to cancel and get a refund. What are my rights?

ConsumerRightsExpert Editor 15/05/2015 at 10:56 am

@stargazer. The consumer contracts regulations state that goods must be delivered within the contractually agreed time frame (in this case next day). As it's now been so long, you should let them know you are cancelling the order and demand a full refund including the delivery charge. There is more information in our article on the Consumer Contracts Regulations.

stargazer 11/05/2015 at 9:39 am

I ordered a car radio from north west car parts and paid ten pounds for 48 hour delivery (there was no alternative to this). It has still not arrived two and a half weeks later. I have phoned them twice and they have blamed the couriers and promised to chase it up and get back to me, but they failed to do so. I don't know what to do next. I feel I've been scammed in some way.

ConsumerRightsExpert Editor 08/04/2015 at 12:25 pm

@jojo. Is this an official business or simply someone selling on a personal basis?

Jojo 05/04/2015 at 7:31 pm

I ordered some charms though Facebook and made a direct payment in her bank, she posted them wrongly and they got lost. She is now refusing to give my money back. Am I right at contact a solicitor as I have offered to let her pay me back instalments and she has refused, she has my money for six weeks already and says she has spend it on funding her holiday.

ConsumerRightsExpert Editor 10/09/2014 at 12:11 pm

@Maya. First ask the seller for the contact details of Grand Prix courier Service, saying you want to contact them directly to ask them about teh delivery. If the address/contact details are fake, contact ebay and raise a dispute.

Maya 10/09/2014 at 11:31 am

Hi there,
I ordered 25 ltr Brick Acid from ebay seller. The item didnot arrive and I contacted the seller. Seller came up with the information that the item was delivered by 'Grand Prix Express' on 22nd Aug at 10:55 am and signed by Salila. The item was not delivered and the Name Salila doesnot exist in my family. What can I do?

I will appreciate any advise how we can take action. Also do anybody know if this 'Grand Prix Express' a fraud courier company.

Many thanks!
Gaumaya

Elvis 10/04/2014 at 9:45 pm

I ordered from evolution slimming. The order was supposed to have posted out to me on 19th March ( Postage paid ) I had not received anything by the 31st March, Phoned them and asked where the item was. Told that the item could not be traced and that they would re-send. It is now 10th March and nothing. On the date they said they had sent the item money went out of my account. They have ignored my email, I am not going to phone them again to be told a load of rubbish about this item. They had my order number and my phone number and my address is also correct. How can a company who advertise their products all over the internet behave like this. IF they have posted the item out to me a 2nd time it would be hard it believe that the item had gone missing A second time

DB 24/02/2014 at 1:17 pm

I purchased a Dress on line from Tall and All - and it has not arrived. No-one answers the phone or emails. Sagepay who took teh payment don't want to know - I used a debit card so can't get my money back

alpen 29/01/2014 at 9:40 am

I paid a cash deposit of £800 for a moter bike, i was told that i would take 2 days for them to receive it into the,shop over two weeks has passed, and still no bike the owner of the shop will not reply to my calls, the shop is still trading and the young boy who works their keeps comming up with different stories, and will not let me talk to the owner. were do i stand and i can the police involed, as i'm close to trashing the shop

Snowy 02/10/2013 at 12:30 pm

I brought and paid for 2 sofas i paid £4000 in full to furniture village, my promised delivery
Date as come and gone, I have no sofas as I disposed of my other sofas prior to delivery of my
New ones, they have not turn up to date, can I demand my money back and as I paid by debit
Card does this give me any rights

glen 19/12/2012 at 3:55 pm

NEVER and I mean NEVER order anything from SkyMall. It's the magazine that you find on American Airlines. Every time you e-mail them about delivery of your item they will give you a bogus tracking number or you have to wait 7-10 working days for any response. That should be their motto..."7-10 days." I'm filing a dispute with my credit card provider since they got their money and I got squat.

Shazsquat 07/12/2012 at 12:23 pm

I ordered some aftershave from a store called a-bit-of-magic over a month ago .After 2 weeks with no delivery I tried to contact them but their web page has been put on vacation and still is .i have emailed several times but with no reply .Can you advise please thank you

shell 26/08/2012 at 7:17 pm

I bought a washing machine from Laskys online and when it was plumed in it did not work and laskys are washing there hands of it and telling me to contact the manafactuer so they can repair it, i dont want it repaired, it was never working in the first place, can some one please tell me my rights. Thank you.

cindy 27/07/2012 at 4:15 am

I ordered a desk from One Way Furniture and attempted to cancel within 30 days. They informed me There were no cancellations. I also ordered a hutch but cancelled the next day. They said it was already shipped

I was told I was costing the company money by keeping desk in storage after I attempted to cancel with-in the time frame.

I was then told if I didn't pay $500.00 for the hutch I would not get the desk either.

They now have the desk and my $1600.00 I paid for the desk. Attempts to contact them go unanswered.

What can I do to get my refund.

Arty 23/07/2012 at 10:04 pm

An Update. Yvette Lytle continues to humour me saying that the packages are on their way. When I ask her when and where did she find this out because whenever I go to the USPS website and type in the order tracking number it says that it cannot show delivery information. She fails to tell me. Why? So how is it that Yvette knows? Well she doesn't and is lying which I find wholly unprofessional. I have contacted them asking for someone else to correspond with me as she is annoyingly incapable.

Arty 15/07/2012 at 1:04 pm

I ordered 3 art demonstration dvd's from ARC Store costing over £200.00. The delivery was supposed to be from 5-7 days. As the order is from Canada I thought I wouId give them another week. When I enquired about their delivery their website said that enquiries would be dealth with 24 hours, instead I recieved a promotional Ad.

I emailed them again and got a reply from Yvette Lytle who is the graphic design person and nohing to do with sales. She said 'oh didn't I give you the tracking number and what promotion ad was sent'. I found this a delaying tactic and told her to check her emails as only a promo came to me. With the tracking number she sent it shows that my item is in New Jersey and was delivered, either this cow sent me the wrong tracking number or UPS has given it to someone else. I start my new college term soon and wanted to get my skills up before the term started.What do I do when it gets screwed up?

spatch 29/06/2012 at 9:11 pm

i order a motor bike from uk minimotos for my son's birthday, 3 weeks has passed nothing ! ive emailed with no reply 3 times rang the phone number but no answer....where do i go from here???

Fi 25/06/2012 at 5:07 pm

I ordered goods three weeks ago and they haven't arrived.
The company say that their web site makes it clear that because I opted to have them sent first class mail it was at my risk and they could accept no responsibility for goods that didnt arrive. However they can't provide any proof that the goods were actually mailed.
Are they therefore obliged to refund me for the lost goods?
Thank you for any guidance anyone can offer.

Lurleen 18/05/2012 at 9:38 am

I gave an order to Kitchen Science of over £2,000, which they accepted - only four days later, after taking my money and enquiring after a delivery date, did they explain that the goods weren't in stock, after much wrangling they gave me my money back - surely under the sale and supply of goods act, knowingly taking money for goods they do not have and will not have is fraudaulent at worse and sharp practice at best. I have written to them to ask for an extra amount of £50 to cover interest while they kept my money and compensation for inconvenience (they gave me a delivery date, which I had to rearrange work and childcare committments) and phone calls made.
What really irks me is how professional, pleasant and efficient they were on taking my order versus how rude, unhelpful and difficult to get hold of they were when there was a problem.

gug 30/03/2012 at 1:40 pm

Ordered a laptop from Very,mail order company,on Nov 25.2011.It was not delivered.Delivery was due on 2nd of January 2012.Phoned Very on the same evening.Then various phone calls and emails later(exactly two months)I was told that the laptop was delivered and they have my signature to prove it,and asked me to send a sample of my signature.I have offered to send it to a mutually acceptable third party.Still waiting for an answer.Can I make a complaint to the Police and let them check signatures.

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