Very Parcel Not Delivered? Missing Order and Refund Help
A Very order can go missing in different ways. It may be delayed, stuck in transit, marked delivered but not received, sent to the wrong address, left somewhere you did not authorise, delivered to a neighbour, or returned to sender without a clear explanation.
This guide explains what to check before contacting Very, what evidence to save, what to ask for, and what to do if you are told to contact the courier instead.
Very parcel not delivered — what to check first
- Open your Very account or order page. Check the order status, dispatch date, estimated delivery date, tracking number, delivery method and whether the item was for home delivery or collection.
- Open the tracking link. Save the latest courier status, delivery time, scans and any delivery attempt information.
- Check the courier or delivery method. Very orders can involve standard parcel delivery, larger-item delivery, collection-point updates, supplier-partner dispatch or courier tracking from a named delivery company, so the evidence available can vary.
- Look for delivery evidence. Check whether there is a photo, safe-place note, neighbour note, collection point scan, signature or delivery location.
- Check your address and delivery instructions. Make sure the order was sent to the correct address and note any safe-place instruction you did or did not choose.
- Save screenshots before the tracking changes. Keep evidence of the status shown at the time you raised the issue.
Save screenshots of your Very account, order page, delivery emails, text updates, tracking link, courier or delivery partner name, estimated delivery date, delivery slot if shown, delivery photo if available, and any messages from Very support. If your Very account, email and courier tracking show different information, screenshot all of them.
If your Very parcel has not arrived at all, also read our parcel not delivered refund guide. If tracking says delivered, use our parcel marked delivered but not received guide.
If Very tracking says delivered but you have nothing
A delivered status does not always prove that the parcel reached you. It may have been left in a shared hallway, outside a door, with a neighbour, near bins, at a reception desk, in a parcel area, or at the wrong address.
If Very or the courier says the parcel was delivered, ask them to review the delivery evidence rather than relying only on the tracking status.
- the courier tracking history;
- the delivery timestamp;
- any delivery photo;
- any GPS, map or location evidence available to the courier;
- safe-place notes;
- neighbour, reception or concierge details;
- signature or handover details;
- whether the evidence clearly links the parcel to your address.
If the delivery photo does not show your home, flat entrance, door, building, parcel room or chosen safe place, read our delivery photo is not my house guide.
Evidence that helps with a Very missing parcel claim
Before you message Very, gather the evidence in one place. A clear evidence bundle makes it harder for the issue to be dismissed with a generic “tracking says delivered” response.
Useful evidence
- Very order number and account/order page
- Order confirmation, dispatch email or delivery confirmation
- Tracking screenshots
- Courier name and tracking number
- Delivery photo or safe-place note
- Messages with Very or the courier
- Payment proof
- Photos of your actual door or building if the courier photo is wrong
Weak evidence on its own
- A tracking status with no photo or location detail
- A vague “delivered” scan
- A blurry or unrecognisable delivery photo
- A shared hallway photo
- A safe-place note you did not choose
- A neighbour note with no clear person or address
- A customer service chat with no written outcome
For a wider list, use our missing parcel evidence checklist.
If Very tells you to contact the courier
If you bought the item from Very, your first complaint should usually go to Very. The courier may have useful tracking information, but Very is normally the business that arranged delivery to you and can investigate with the courier it used.
If you keep being passed back to the courier, read our retailer says contact courier guide.
Safe place, neighbour or wrong address issues
Very delivery disputes often depend on where the parcel or item was actually left. The important question is not only whether the courier scanned the parcel as delivered, but whether the parcel reached your address, authorised safe place or someone you authorised to receive it.
| Problem | What to ask for | Useful guide |
|---|---|---|
| Left in safe place but missing | Ask what safe place was used and whether you selected it. | Safe place guide |
| Delivered to neighbour | Ask for the neighbour name, address or handover details. | Neighbour guide |
| Delivered to wrong address | Ask for the delivery photo, location evidence and address evidence. | Wrong address guide |
| Photo does not match your home | Send a comparison photo of your actual door, flat entrance or building. | Photo not my house guide |
Refund, replacement or redelivery?
When you contact Very, be clear about the outcome you want. Depending on the item and the situation, you might ask for a refund, replacement or redelivery.
If the item is now out of stock, a replacement may not be possible. If the parcel cannot be found or the delivery evidence does not prove delivery to you, a refund may be the clearest request.
- state the order number;
- state that the parcel has not reached you;
- explain why the delivery evidence is missing, unclear or wrong;
- ask Very to investigate with the courier;
- ask for a refund, replacement or redelivery;
- ask for a written response.
Simple Very missing parcel wording
You can start with short wording like this before using a stronger tailored letter:
Subject: Very parcel not delivered — request for investigation and refund/replacement
Hello, my Very order is marked as delivered, but I have not received it.
Please review the full delivery evidence, including the courier tracking history, delivery photo if available, delivery timestamp, safe-place note, neighbour or handover details, and any location evidence available to the courier.
The current information does not clearly prove that the parcel was delivered to my address, my authorised safe place, or someone I identified to receive it. Please confirm whether you will provide a refund, replacement or redelivery.
This is starter wording only. If Very has already refused or the evidence is disputed, use a stronger tailored letter with your proof attached.
Need a stronger Very missing parcel letter?
Generate a personalised UK refund letter with Very missing order wording, delivery evidence requests, retailer responsibility wording and a clear refund, replacement or redelivery request.
Create My Refund Letter – £2.99If Very refuses a refund
If Very refuses to help, ask for the reason in writing. Keep the refusal, tracking screenshots, delivery photo, chat transcript and any courier information.
A refusal based only on “delivered” may still be worth challenging if the photo, location, safe-place note, neighbour note or handover evidence does not clearly prove delivery to you.
- If the photo is wrong: send a comparison photo and challenge the delivery evidence.
- If it was left somewhere unsafe: explain whether you authorised that location.
- If it was handed to someone else: ask who accepted it and how they link to your address.
- If tracking is stuck: ask Very to investigate with the courier and give a clear response date.
- If Very still refuses: consider chargeback or Section 75 depending on how you paid and the facts.
For escalation, read our refund refused for missing parcel guide, chargeback for missing parcel guide and Section 75 missing parcel guide.
Which Very delivery problem matches your case?
Use the guide that matches what happened to your Very order:
Very missing order FAQs
My Very parcel says delivered but I have not received it. What should I do first?
Check your Very account or order page, delivery email, tracking link, courier status, delivery photo if available, safe-place notes, neighbour details and any messages from Very or the courier. Save screenshots before contacting Very in writing.
What if Very tracking says delivered but I have not received it?
Ask Very to review the full delivery evidence, including courier tracking, delivery photo, location evidence where available, safe-place note, neighbour detail, signature or handover record. Explain clearly if the parcel was not delivered to your address or authorised safe place.
Should I contact Very or the courier?
If you bought the item from Very, your first complaint should usually go to Very. Very can investigate with the courier it used. You can still save courier tracking evidence, but do not rely only on the courier to resolve the issue.
What evidence should I keep for a missing Very parcel?
Keep your Very order confirmation, dispatch email, tracking screenshots, courier name, delivery photo, safe-place details, neighbour or reception notes, payment proof, Very chat or email messages and any refusal or final response.
Can I ask for a refund if a Very order is missing?
If the order has not reached you, you can ask Very to investigate and provide a refund, replacement or redelivery depending on the facts. Keep the request clear and attach the delivery evidence you have saved.
Can I use chargeback if Very refuses to help?
If Very refuses to resolve a missing parcel dispute and you paid by card, you may be able to ask your bank about chargeback. If you paid by credit card and the purchase qualifies, Section 75 may also be worth checking. Keep the written refusal and evidence.