When an online delivery goes missing or arrives late, many UK shoppers are unsure who is at fault and how to get the issue resolved. Kal Sandhu, who runs the YouTube channel Better call Kal and describes himself as a former qualified lawyer, says this is one of the most complained about consumer issues in the country. With Black Friday and Christmas approaching, the problem is likely to become more frequent.
Retailer, not courier, is responsible
Sandhu addressed the biggest myth surrounding lost or delayed parcels: that the courier is to blame. Under the Consumer Rights Act 2015, the retailer is responsible for ensuring goods “are delivered to you within a reasonable time and in good condition”. Even if a courier makes an error, the retailer cannot shift the blame.
“They (the retailer) chose that courier, they remain legally responsible until the parcel arrives with you,” Sandhu said. “This means if your item arrives damaged or its lost in transit, or never shows up, or is marked as delivered when it's clearly not, then it's the retailer who owes you a solution, not the courier.”
30-day cancellation and delivery dates
Customers have the right to cancel an order if it does not arrive within 30 days. Even if the package shows up after that period, the consumer does not have to accept it. Sandhu explained that a purchase is a contract, formed when a buyer agrees to buy and a seller agrees to sell, with money changing hands, even online.
If a seller promised delivery by a specific date, such as next-day delivery that was paid for, that promise forms part of the contract. If the deadline is missed, the consumer may be entitled to a refund of the delivery charge as well as the item. Cancellation and a full refund are possible if the delivery time was critical, such as for a birthday present or medicine. Sandhu noted this applies even if the seller does not say “guarantee”, but the buyer must show timing was essential. If only an estimated date was given, delays are more legally acceptable, though the 30-day cancellation right still applies.
Marked as delivered but not received
If a parcel is marked as delivered but has not been received, the retailer remains liable unless the consumer gave explicit permission to leave it in a particular place or with a particular person. Sandhu said this applies even if the driver left it on a doorstep, gave it to a neighbour, or the tracking system was wrong.
“Here's the key - unless you gave explicit permission, like ticking a box on a website saying 'you have my permission to leave it with a neighbour,' the retailer, not the courier, remains liable until the parcel is in your hands,” he said. “You have the right to demand a replacement, or request a full refund, even if the error is with the courier's tracking system. It is not for you to fix. The Consumer Rights Act puts the burden on the seller themselves to resolve this between themselves and the delivery company.”
Step-by-step complaint process
Sandhu outlined a simple process for resolving complaints. First, contact the retailer, not the courier, with a firm and concise email. He suggested wording such as: “my parcel has not been delivered under the Consumer Rights Act 2015, you are responsible for ensuring I receive my goods within a certain time and in a good condition. Please confirm when I will receive a replacement or refund.”
Second, give the retailer a short window to respond, such as seven days. If the company refuses to help or keeps blaming the courier, escalate the issue into a formal complaint to Citizen's Advice, the bank, or the Alternative Dispute Resolution. Finally, if that fails, seek a refund through your credit or debit card provider, depending on the payment method and purchase amount.
