What if a third-party Amazon Marketplace seller shipped my parcel?

Contact the Marketplace seller through Your Orders. Amazon says sellers normally have 48 hours to respond. If the seller does not respond or resolve an eligible delivery problem, the A-to-z Guarantee may be available.

Can I get my delivery fee back if an Amazon guaranteed delivery is late?

Amazon UK says that when a guaranteed delivery date is missed, the shipping fee can be refunded through the order's shipping or delivery issue route.

What should I do if an Amazon order arrives damaged?

Open Your Orders and use the return or replacement options shown for the item. Amazon says it may ask for pictures that clearly show the damage.

Amazon parcel help

Amazon Parcel Problems & Refunds

Q: What should I do if Amazon says delivered but I cannot find my parcel?

Amazon UK says to confirm the shipping address, check delivery notices and any delivery photo, look around the delivery location, ask household members and neighbours, and wait up to 48 hours because some parcels may be scanned as delivered before arrival. If an Amazon-shipped order is still missing, contact Amazon Customer Service within 30 days of the expected delivery date.

Choose the Amazon problem that matches what happened, save the evidence in Your Orders, and follow the right route for an Amazon-shipped order, Amazon Logistics delivery or Marketplace seller.

Updated 22 August 2026 by ParcelClaim Research Team

First identify who sold and shipped the order. Amazon’s route can differ depending on whether Amazon shipped the parcel or a third-party Marketplace seller sold and dispatched it. Check the order details before escalating.

If tracking says delivered but the parcel is missing: Amazon UK says to check the shipping address, delivery confirmation and photo, delivery location, household members and neighbours. Amazon also advises waiting up to 48 hours because some parcels can be scanned as delivered before they arrive.

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Choose your Amazon parcel problem

Not arrived

Amazon parcel not arrived

Use this when the estimated date passed, tracking is delayed, the parcel is still moving or the order has not arrived.

Delivered

Amazon says delivered but not received

Use this when Your Orders says delivered but the parcel is missing, the delivery photo is disputed or the safe place does not match.

Amazon Logistics

Amazon Logistics delivered but not received

Amazon Logistics-specific help for delivery photos, safe places, Marketplace issues and missing-delivery evidence.

Missing order

Amazon parcel not received

Use this broader missing-order guide when the package is overdue or the delivery route is unclear.

Late delivery

Amazon Logistics late delivery

Use this for delayed Amazon deliveries, missed estimated dates and guaranteed-delivery fee issues.

Damage

Amazon Logistics damaged parcel

Use this when the parcel or item arrives damaged and you need return, replacement or refund evidence.

Doorstep theft

Amazon Logistics doorstep theft

Use this when an Amazon parcel was left outside, at a safe place or in a shared area and then disappeared.

Amazon-shipped order vs Marketplace seller

Shipped by Amazon

For Amazon-shipped orders that remain missing after the usual checks, Amazon UK says to contact Customer Service within 30 days of the expected delivery date.

Third-party seller

For orders sold and shipped by a Marketplace seller, contact the seller through Your Orders. Amazon says sellers normally have 48 hours to respond before an eligible A-to-z route may become relevant.

If Amazon says delivered but you cannot find it

Amazon UK’s current missing-package guidance tells customers to confirm the shipping address, check for a delivery attempt notice or delivery photo, look around the delivery location, check delivery instructions, and ask household members and neighbours.

Amazon also says to wait up to 48 hours because some parcels may be scanned as delivered before arrival. If the order was shipped by Amazon and is still missing after those checks, Amazon’s current help page directs customers to Customer Service within 30 days of the expected delivery date.

Evidence worth saving:

Your Orders screenshot and order number;
tracking status and estimated delivery date;
delivery photo if one appears;
safe-place or delivery instructions;
photo of your actual door, building or delivery location if the image is wrong;
household, neighbour or concierge checks;
Amazon Customer Service chats or case references;
Marketplace seller messages;
refund, return or replacement status.

Late Amazon deliveries

Amazon UK says most delayed deliveries arrive within 48 hours of the estimated delivery date. After 48 hours, Customer Service can help with Amazon-shipped orders, while third-party seller orders should be taken up with the seller.

For an order with a guaranteed delivery date that was missed, Amazon’s current help page says the shipping fee can be refunded through the order’s shipping or delivery issue route.

Damaged Amazon orders

For damaged, defective or broken items, Amazon UK directs customers to Your Orders and the Return or replace items flow. Amazon may ask for photographs that clearly show the damage.

If the item came from a Marketplace seller, the seller route and A-to-z Guarantee can matter where the seller does not authorise or properly resolve an eligible return or damaged-item complaint.

Amazon A-to-z Guarantee

The A-to-z Guarantee is mainly relevant to eligible orders sold and dispatched by third-party Marketplace sellers. Amazon’s current UK guidance says a missing-package claim can become eligible after three days have passed since the latest estimated delivery date or confirmed delivery, whichever is sooner, where the seller has also failed to respond within 48 hours or resolve the problem satisfactorily.

Amazon also lists certain damaged-item, return and refund failures as possible A-to-z situations. Eligibility depends on the order and the specific conditions shown in Your Orders, so use Amazon’s current claim flow rather than assuming every Marketplace dispute qualifies.

Official current Amazon pages

Amazon: missing package marked delivered Amazon: late deliveries Amazon: damaged or broken item Amazon: A-to-z Guarantee Amazon: contact a Marketplace seller Consumer Rights Act 2015, section 29

Independent guide: ParcelClaim is not affiliated with Amazon. Amazon’s support flows and A-to-z eligibility can change, so always check the options currently shown in Your Orders for your specific purchase.

Amazon parcel problem FAQs

What should I do if Amazon says delivered but I cannot find my parcel?

Check the shipping address, delivery confirmation and photo, delivery instructions, nearby locations, household members and neighbours. Amazon also recommends waiting up to 48 hours before escalating because some parcels can be scanned as delivered early.

What if a Marketplace seller shipped my Amazon order?

Contact the seller through Your Orders. Amazon says sellers normally have 48 hours to respond. If an eligible problem remains unresolved, the A-to-z Guarantee may be available.

Can I get the delivery fee back if Amazon missed a guaranteed date?

Amazon UK says a shipping-fee refund is available when a guaranteed delivery date is missed, using the shipping or delivery problem route in Your Orders.

What if my Amazon parcel arrives damaged?

Go to Your Orders and use the return or replacement options shown for the item. Amazon says you may be asked to upload pictures that clearly show the damage.