Part of Order Missing? What to Do in the UK
Sometimes a parcel arrives, but not everything you ordered is inside. This can happen with fashion orders, beauty orders, electronics, toys, homeware, groceries, click-and-collect orders or multi-item deliveries from retailers such as ASOS, H&M, Zara, Boots, Argos, Currys, John Lewis and Amazon.
This guide explains what evidence to save, what to ask the retailer, and how to challenge it if the retailer says the order was delivered even though items are missing.
Part of order missing — what to check first
Before raising a complaint, check whether the missing item may be arriving separately. Some retailers split orders across different parcels, warehouses or courier services.
- Check your order page or account. Look for separate tracking numbers, split dispatches, cancelled items, out-of-stock items or partial refunds.
- Check emails and app notifications. Retailers may send separate dispatch emails for different items.
- Check the parcel label and delivery note. See whether the label or paperwork shows one parcel or multiple parcels.
- Check the packaging. Look for damage, resealing, holes, torn tape or signs the parcel may have opened in transit.
- Photograph everything before throwing it away. Take photos of the outer packaging, label, inside packaging, packing note and items received.
Do not just say “my item is missing”. Be specific: list the missing item, quantity, size, colour, model, order number and what actually arrived.
What evidence should you save?
Missing-item disputes are easier to challenge when you can show what was ordered, what arrived, and what was missing.
Useful evidence
- Order confirmation and item list
- Invoice or packing note
- Dispatch email and tracking number
- Photos of the parcel label
- Photos of the outer packaging
- Photos of the inside packaging
- Photos of the items that did arrive
- Any parcel weight shown by the courier
- Messages with the retailer
Weak evidence on its own
- Only saying “an item is missing”
- No photos of the packaging
- No list of what arrived
- No screenshot of the original order
- Throwing away the parcel label
- No proof of the missing item’s size, colour or model
- Only relying on a delivery tracking scan
Ask the retailer these questions
When only part of the order arrives, the courier may not be able to confirm whether every item was inside. The retailer needs to check dispatch, warehouse, packing and order records.
- whether the missing item was dispatched separately;
- whether there is another tracking number;
- whether the item was cancelled or out of stock;
- whether a partial refund was already issued;
- whether the packing record shows the item was included;
- whether the parcel weight matches the full order;
- whether the parcel may have been damaged or resealed in transit;
- whether they will refund, replace or resend the missing item.
What if the retailer says the parcel was delivered?
A delivered tracking status only shows that a parcel was delivered. It does not always prove that every item you ordered was inside that parcel.
If the retailer relies only on delivery tracking, ask them to check the item-level dispatch and packing evidence. If tracking itself is disputed, use our tracking says delivered but no proof guide or parcel says delivered but no photo guide.
Missing item or missing parcel — what is the difference?
| Problem | What it means | Best guide |
|---|---|---|
| Part of order missing | The parcel arrived, but one or more ordered items were not inside. | This guide |
| Whole parcel missing | No parcel arrived at all. | Parcel not delivered refund |
| Parcel says delivered but missing | Tracking says delivered, but you have not received the parcel. | Marked delivered not received |
| Missing item from sealed parcel | The parcel looked sealed, but an item was still missing from inside. | Missing item from parcel |
Simple wording for a part-missing order
You can start with short wording like this:
Subject: Part of my order is missing — request for refund/replacement
Hello, I received my order, but part of the order is missing.
The missing item is: [item name / size / colour / quantity]. The items I received are: [list what arrived].
Please check whether the missing item was dispatched separately, cancelled, out of stock, or missing from the parcel. Please also confirm whether your packing record shows the item was included and whether the parcel weight matches the full order.
If the missing item was not delivered to me, please confirm whether you will provide a refund, replacement or redelivery.
This is starter wording only. If the retailer refuses or says the order was delivered, a stronger tailored letter should challenge the specific evidence they are relying on.
Need a stronger missing-item letter?
Generate a personalised UK refund letter for a part-missing order, missing item, split delivery dispute or retailer refusal.
Create My Refund Letter – £2.99If the retailer refuses to refund or resend
If the retailer refuses, ask for the decision in writing and ask what evidence proves the missing item was included in the parcel delivered to you.
- If they say “the parcel was delivered”: explain that the dispute is about the missing item, not only parcel delivery.
- If they say the warehouse packed it: ask for the packing record and parcel weight evidence.
- If the parcel looked damaged: send photos of the packaging, tape, label and contents.
- If they say it was split delivery: ask for the separate tracking number and dispatch confirmation.
- If they still refuse: consider escalation, chargeback or Section 75 depending on the value and payment method.
For escalation, read our refund refused for missing parcel guide, chargeback guide and Section 75 guide.
Related guides
Part of order missing FAQs
What should I do if part of my order is missing?
Save the order confirmation, item list, delivery note, packaging photos, parcel label, tracking details and photos of what arrived. Contact the retailer in writing and ask whether the missing items were sent separately, cancelled, out of stock or missing from the parcel.
Should I contact the retailer or courier?
Contact the retailer first. The courier may only know that a parcel was delivered, not whether every item was inside it.
Can I get a refund if an item is missing?
If you paid for an item that was not delivered, you can ask the retailer to investigate and provide the missing item, a replacement, redelivery or refund depending on the evidence.
What if the retailer says the order was delivered?
Explain that the dispute is about an item missing from the order, not just whether a parcel arrived. Ask what evidence proves the missing item was actually inside the parcel delivered to you.