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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

Website: www.basingstokeandtadleycab.org.uk

Or search on the National Citizens advice website www.citizensadvice.org.uk

Nicola Dale

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