This guide is maintained as a current resource for September 2026 and covers only the laws of England and Wales. Information is for general guidance, not legal advice. Consult a qualified solicitor for advice specific to your situation.
Order never arrived? Stop waiting and start claiming. Learn your rights to a refund, how to deal with unresponsive sellers, and how to use chargebacks to get your money back.
When you pay for goods online and they never arrive, it not only causes frustration but can also put you out of pocket. UK consumer law offers clear protections for online buyers in England and Wales, including rights to refunds and specific timeframes within which goods must be delivered or money returned. This article explains your legal rights, the steps to take if an online order isn't delivered, what to say to sellers, relevant time limits, and what to do if a trader refuses to issue a refund.
Your Legal Rights When an Online Order Isn't Delivered
When you buy goods online, you enter into a contract with the seller. Under UK law, this contract includes:
- A right to have the items delivered within a reasonable time or by an agreed delivery date.
- A right to a refund if the goods are not delivered or if they are delivered late and you cancel the contract.
- Delivery must occur within 30 calendar days of ordering unless you and the seller have otherwise agreed. If no timeframe is specified by the seller, delivery must be completed without undue delay and at most within 30 days of purchase. Failing this is a breach of contract.
These protections arise primarily from the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and are enforceable whether or not traditional delivery promises are made on a retailer's website.
Step‑by‑Step: What to Do If Your Online Order Hasn't Arrived
1. Check the Delivery Terms and Tracking
When you ordered, the seller should have provided delivery terms and a tracking number. Look for:
- A specified delivery date.
- Terms that confirm who is deemed responsible for delivery (usually the seller until it reaches you).
- Any account delivery instructions you provided during checkout.
If tracking shows delivery but the parcel never reached you, there may be a misunderstanding about where it was left. In some cases, agreeing to leave parcels in a safe place can affect your consumer rights (for example, if you explicitly agreed to take that risk).
2. Contact the Seller Promptly
Write to the retailer explaining:
- The order details and that the goods were not delivered.
- A clear request for a refund (or re‑delivery if you still want the item).
- Reference that the seller is legally obliged to deliver within a reasonable time and that failure to do so entitles you to a refund. You can cite the Consumer Rights Act if needed.
- Set a reasonable deadline for them to respond.
Communication in writing (email or an online complaint form) helps create a record in case you need to escalate the issue.
3. Use Standard Consumer Templates
Websites such as Which? provide template complaint letters that can be adapted to formally request a refund or replacement when an order has not arrived by the agreed time or within 30 days.
4. If the Seller Refuses or Ignores You
If the seller does not respond or refuses to refund:
- Remind them in writing of your rights and that failing to deliver the goods or refund your money is a breach of contract.
- Keep copies of all correspondence.
- Refer to relevant legal obligations such as delivery within 30 days.
If the retailer continues to refuse, you can escalate your claim through alternative procedures.
Alternative Paths to a Refund
Chargeback Through Your Payment Provider
If you paid by credit or debit card, you may be able to raise a chargeback with your bank or card provider for non‑delivery. A chargeback reverses the payment if the goods don't arrive and the seller cannot prove delivery. Many consumers use this method successfully when retailers are unresponsive.
Dispute Resolution with Online Platforms
If you ordered through a marketplace (for example, a large online platform), you can also use the marketplace's own dispute resolution process. Many marketplaces hold payments in escrow until delivery and provide protection against non‑delivery.
Alternative Dispute Resolution (ADR)
Some sellers are required or voluntarily participate in ADR schemes. These services can help resolve disputes without going to court.
Time Limits and Practical Considerations
- If delivery was promised by a specific date (for example, for a birthday or event), and that date has passed without delivery, you can cancel and claim a refund.
- If no specific date was agreed, an item must be delivered within 30 days at most. After this point, you can treat the contract as breached and request a refund.
- Acting promptly and in writing strengthens your position if you later escalate the claim to a tribunal or court.
Common Challenges and How to Address Them
Seller Blames Courier
The contract for delivery is between you and the seller. Even if a courier is at fault, the company you bought from is responsible for ensuring delivery or refund.
Tracking Shows ‘Delivered' but You Didn't Receive the Parcel
If the seller or courier claims delivery, you should request proof from the seller. If proof is inadequate (for example, generic tracking images or incorrect addresses), insist that they have not fulfilled their contractual obligation.
Seller Offers Store Credit Instead of Refund
Online and distance selling rights typically entitle you to a refund to your original payment method, not just store credit. Sellers cannot contract out of these statutory rights.
When to Consider a Formal Claim
If all efforts to secure a refund fail, you may:
- Make a claim in the County Court under the Small Claims Track if the amount is within limits (typically up to £10,000).
- Use tribunal procedures to enforce your rights.
Before doing this, ensure you have kept written records of all communication and followed any required pre‑action conduct.
Key Takeaways
If your online order has not been delivered within the promised time or within a reasonable period (usually no more than 30 days), UK consumer law entitles you to cancel the contract and claim a refund. Start by contacting the seller in writing, citing your statutory rights under the Consumer Rights Act and Consumer Contracts Regulations. If the seller refuses, consider a chargeback, ADR mechanisms or, as a last resort, a small claims legal action. Keeping clear records and acting within set timeframes will improve your chances of recovery.
