Understand Your Rights. Solve Your Legal Problems
Across the UK, thousands of shoppers are finding themselves in the same stressful situation: an online order marked “delivered” that never actually arrived.
And with delivery volumes peaking this winter, the number of missing parcels is rising fast.
People want answers immediately, who is responsible, why this keeps happening, and how to recover their money without a long fight.
One crucial fact often gets overlooked: your contract is with the retailer, not the courier.
If the parcel disappears before it reaches you, the retailer carries the responsibility. But a single action made at checkout, something many shoppers do without thinking, can instantly erase your protection.
Here’s what consumers need to know right now.
Most people assume the courier takes the fall. Legally, that isn’t how the system works.
When you place an online order, the retailer is responsible for ensuring the item reaches you safely.
If the parcel never turns up, arrives at the wrong address, or the tracking stops moving, the issue falls under the retailer’s obligation to deliver the item you purchased.
Consumers generally begin by notifying the retailer that the parcel didn’t reach them. Retailers can then check their delivery records, contact the courier, and determine the next step.
If the item cannot be located, retailers typically provide a replacement or refund once their investigation confirms non-delivery.
Short written records, emails or screenshots help keep the process clear.
It’s tempting to leave a quick note asking a courier to “leave it in the porch,” “put it behind the shed,” or “drop it by the back gate.”
Shoppers often do it to avoid missed deliveries, but few realise how much this small request can change the outcome when something goes wrong.
Those brief instructions can shift responsibility away from the retailer.
When a customer tells the retailer exactly where to leave a parcel, the delivery is usually treated as complete the moment the courier places it in that spot.
If the package is taken, damaged, or disappears afterward, it’s viewed as a loss that happened after delivery, meaning many of the normal protections no longer apply.
For future orders, shoppers can reduce the risk by checking their retailer accounts and removing any saved “safe place” notes that they may have added months or even years ago without remembering.
Some retailers initially insist that the courier is at fault or that they have no responsibility for what happened after dispatch.
This is a common frustration reported by consumers, especially when tracking claims an item was delivered.
Banks offer a mechanism known as a chargeback, which allows customers to dispute a payment when goods were never received or when there is evidence of a breach of contract.
Many card issuers accept claims within roughly 120 days of purchase, depending on the circumstances.
If you returned an item using the retailer’s instructions and the parcel vanished on the way back, the responsibility still sits with the retailer.
Consumers often rely on digital receipts or tracking provided at the drop-off location, but obtaining visual proof, such as a quick photo taken during handover, can help clarify the timeline if a dispute arises.
Responsibility for a parcel depends on where it is in the delivery or return process. Under UK consumer protection rules, the retailer carries the risk for your purchase until the item reaches you or someone you have authorised to receive it.
This applies in common problem scenarios such as parcels lost in transit, items delivered to the wrong person, tracking that says “delivered” when nothing arrived, or orders that were never dispatched properly.
The main exception is when a shopper requests a specific unattended drop-off point. In those cases, the delivery is usually treated as complete once the courier places the parcel there, even if it later disappears.
If a retailer’s investigation stalls and the parcel still cannot be found, many consumers turn to their bank’s dispute process to challenge the transaction.
If the issue continues, small-claims procedures in England and Wales with similar routes in Scotland and Northern Ireland, offer a final option for resolving straightforward consumer disputes without specialist knowledge.
Returns work slightly differently. When a retailer gives clear return instructions, the retailer remains responsible for the item until the courier brings it back.
But if a retailer tells the customer to organise the return themselves, the customer forms a separate contract with the courier for that journey.
In those cases, keeping proof of postage and tracking becomes especially important, as the courier must perform the service with reasonable care and skill.
As online shopping continues to surge, missing parcels and delivery disputes are becoming a familiar frustration for many households.
Understanding who is responsible at each stage of the process can make these moments far less stressful. Simple habits keeping basic evidence, removing risky “safe-place” notes, and reporting issues quickly, often help retailers resolve cases more efficiently.
With the busiest shopping period of the year approaching, knowing how these rules work puts consumers in a far stronger position.
Being aware of where responsibility lies, what information helps speed up investigations, and how retailers are expected to respond can make the difference between a lost purchase and a smooth, timely outcome.
What should I do if the tracking says “delivered” but I received nothing?
Contact the retailer and explain that the parcel never reached you. They are responsible for confirming delivery to the correct recipient.
What if the courier’s photo proves the parcel wasn’t left at my home?
If the image clearly shows a different property, consumers can point this out to the retailer during the investigation.
Can I still recover my money if the retailer says the courier is at fault?
Yes. Retailers remain responsible for the delivery process. If discussions stall, banks offer dispute processes such as chargebacks.
Does a safe-place note affect my rights?
If you requested a specific unattended location, the delivery may be considered complete once left there, reducing your protection if the parcel is taken afterward.
