If you find yourself in a situation where you’re missing a parcel and unsure of what to do next, you’ve come to the right place. This comprehensive guide is here to help you whether you’re sending or receiving a personal parcel or if an online purchase has gone astray. Missing parcels can be a frustratingly common issue, and there can often be confusion among companies and customers regarding consumer rights. In this guide, I’ll break down what you should do in different scenarios.
You’ve ordered something online and it hasn’t arrived
If your parcel hasn’t arrived, the first step is to double-check the delivery address you provided to the seller to ensure its accuracy.
Next, contact the seller to inquire about the whereabouts of your order. If the seller claims it has been delivered or is unaware of its location, you have the right to request a redelivery. Under the Consumer Rights Act 2015, you are entitled to a redelivery if the item was not delivered by the agreed date or within a reasonable time period (typically 30 days).
If the retailer instructs you to contact the courier, it is important to refuse this request. As a customer, your contract is with the seller, not the courier. The courier is responsible for delivering the goods on behalf of the seller, so any communication or complaint should be directed to the seller, who should then follow up with the courier.
In certain circumstances, you may be eligible for a refund if the item was not delivered on time despite paying for next day delivery due to the delivery date being essential.
Your parcel was left somewhere and you can’t find it
If your parcel was left in a different location because you weren’t home, such as on your porch or with a neighbor, it can sometimes be challenging to locate it.
If the item was delivered by a courier and you agreed to leave items outside your home, the responsibility does not lie with the seller or courier if the item goes missing. However, if you did not authorize this arrangement, the seller remains liable.
If your parcel was sent via Royal Mail, the situation is slightly different. If an item goes missing after being left with a neighbor or in a specific location you instructed, the responsibility does not fall on the seller or Royal Mail.
However, if Royal Mail left the parcel with a neighbor or in a location you did not request, it is the seller’s responsibility if the item gets lost. You should contact the seller for a refund or redelivery. You can also opt out of having future deliveries left with a neighbor by completing a form on the Royal Mail website or using the app.
You posted a personal parcel and it’s gone missing
If you personally sent a parcel that has gone missing, you will need to consult the terms and conditions of the courier service you used.
Each company has its own policies regarding the duration of delays before considering a parcel as “missing.” The specific service you chose to send your parcel with will also impact the process.
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