Citizens Advice, Basingstoke
If something you ordered hasn't arrived
If you bought something from a business to be delivered, it’s the seller’s responsibility to make sure the item is delivered to you.
If the seller used a courier, they should chase the courier to find out what’s happened to your order - it’s not your responsibility.
Check the delivery address you gave the seller. Then contact them and ask where your order is.
If the seller claims they've delivered it or don't know where it is, you can ask for a redelivery. You might be able to get a refund in some circumstances.
If you still want your order
Under the Consumer Rights Act, you can ask the seller to deliver the item again if the item wasn’t delivered either:
by an agreed date
within a reasonable time - usually within 30 days:
If you want to cancel your order
You can cancel and ask for your money back if you don’t get the item either:
within 30 days of buying it
on the date you agreed with the seller - if it was essential to receive it by then (for example, for an event)
on the date of the second chance delivery, you agreed with the seller
If you think the seller has broken the law
You can report the seller to trading standards - for example, if they took your money and refused to deliver the item. Trading Standards may investigate but won’t usually be able to get you your money back.
If you need help to write a letter to the seller or are not sure what to do next, please contact us to see if we can help.
Call us on 0300 3309 064
Chat online: citizensadvice.org.uk/contact-us
Or search on the National Citizens advice website www.citizensadvice.org.uk