Parcel Not Delivered? How To Ask For A Refund In The UK

Updated 14 May 2026 by ParcelClaim Research Team | UK order not arrived refund guide

If your parcel has not arrived, the most important question is not just “where is my parcel?” It is whether the retailer has actually delivered the goods you paid for, and what evidence they have if they say the order was delivered.

This guide explains when to ask for a refund, what evidence to save, what to say if the retailer blames the courier, and what to do if the retailer refuses to help.

If you are still working out what has happened to the delivery, start with our Where is my parcel guide. It helps you choose between delayed, lost in transit, marked delivered, safe-place, wrong-address, return and refund-refusal routes.

If tracking has not updated or the parcel appears stuck before delivery, use our parcel lost in transit guide. If tracking says delivered but you do not have the parcel, use our parcel marked delivered but not received guide.

When can you ask for a refund for a parcel not delivered?

You can usually start by asking the retailer to explain what is happening and either deliver the goods, send a replacement, or refund you if the order cannot be delivered. The exact wording depends on whether the parcel is delayed, lost in transit, marked delivered, or refused by the retailer.

Who should you contact first?

If you bought the item from a retailer, contact the retailer first. The courier may have useful tracking evidence, but the retailer is usually the business you paid and the party that arranged delivery.

If the problem is a return you sent back and the retailer says it never arrived, use our return parcel lost by courier guide.

What evidence should you save before asking for a refund?

A refund request is much stronger when you show the order, tracking and timeline clearly. Before contacting the retailer, save these:

• Order confirmation: order number, item name, delivery address and date ordered.
• Payment proof: card, PayPal, Klarna, Clearpay, bank or marketplace payment record.
• Promised delivery date: dispatch email, delivery estimate or delivery window.
• Tracking screenshot: courier name, tracking number and latest status.
• Tracking history: full timeline, not just the latest scan.
• Retailer and courier messages: support chats, emails, case numbers and refusal messages.
• Delivery proof: photo, signature, safe-place note, neighbour details or GPS/location evidence if available.

Use our missing parcel evidence checklist if you want a complete evidence list before escalating.

Strong refund request vs weak refund request

A vague message like “where is my parcel?” can get a vague reply. A stronger refund request explains the order, the tracking issue and the outcome you want.

Simple starter wording to ask for a refund

You can start with wording like this, then attach your evidence:

This is starter wording only. The paid generator creates the finished letter for your exact route, including whether tracking is stuck, marked delivered, refused, damaged, returned or disputed.

No subscription. One-time payment. Instant document.

What if the retailer says contact the courier?

This is common, but it does not always end the matter. If you bought from a retailer and the retailer arranged delivery, your complaint should usually stay with the retailer. The courier may hold tracking evidence, but the retailer normally needs to investigate with the courier.

If the retailer tells you to contact Evri, DPD, Royal Mail, Yodel, UPS, DHL or another courier yourself, use our retailer says contact courier guide for the reply to send back.

What if tracking says delivered?

If tracking says delivered but you do not have the parcel, do not accept the tracking status on its own. Ask for the actual delivery evidence.

That may include:

• delivery photo;
• delivery timestamp;
• safe-place note;
• neighbour details;
• signature or name recorded;
• GPS/location data where available;
• courier investigation outcome.

If the delivery photo does not show your property, read our delivery photo is not my house guide. If the parcel was left somewhere unsafe, read our safe-place missing parcel guide.

What if the parcel is delayed or lost in transit?

If the parcel has not reached delivered status, your message should focus on the tracking history, promised delivery date and courier delay. Avoid treating it like a delivered-but-missing case unless tracking later changes to delivered.

Ask the retailer to confirm:

• whether the courier can still locate the parcel;
• when the parcel will be delivered;
• whether a replacement can be sent;
• whether a refund will be issued if the parcel cannot be delivered.

Use our parcel lost in transit guide if tracking is stuck, delayed or not updating.

What if the retailer refuses the refund?

If the retailer refuses a refund, ask for the full evidence and a final written response. A refusal is not always the end, especially if the retailer relies only on tracking or tells you to deal with the courier.

Next steps may include:

• replying with a stronger evidence-based complaint;
• asking for the full delivery evidence;
• asking for a final response;
• using marketplace support if you bought through a platform;
• asking your bank about chargeback;
• asking your credit card provider about Section 75 if the purchase qualifies;
• considering a formal complaint or letter before action if appropriate.

Use our refund refused for missing parcel guide if the retailer has already rejected your claim.

Payment routes if the retailer refuses

If the retailer will not resolve the issue, your payment method matters.

Step-by-step: ask for a refund for a parcel not delivered

1. Save the order details. Keep order number, payment proof and delivery address.
2. Save tracking evidence. Screenshot the tracking status, timeline, courier name and delivery date.
3. Check the exact issue. Is it delayed, lost in transit, marked delivered, safe-place related or refused?
4. Contact the retailer in writing. Ask them to investigate and provide a refund, replacement or clear delivery update.
5. Ask for full delivery evidence. If they say delivered, ask for photo, timestamp, location, safe-place, neighbour or signature evidence.
6. Escalate if refused. Ask for a final response and consider chargeback, Section 75, marketplace support or formal complaint routes where appropriate.

Related parcel not delivered guides

Use the guide that matches what has happened:

This guide is general consumer information, not legal advice. The right route depends on who sold the goods, who arranged delivery, what the tracking shows, how you paid and what evidence exists.