When a parcel is marked as delivered but is nowhere to be found, it can be frustrating and worrying, especially if the contents are important or expensive. Citizens Advice has outlined who is responsible and what steps shoppers should take.
Seller's Responsibility
According to Citizens Advice, if you bought something from a business to be delivered, it is the seller's responsibility to ensure it gets to you. If the seller used a courier, they should chase the courier to find out what happened to your order.
Before contacting the seller, it is worth checking the delivery address you provided. Citizens Advice said: "If the seller claims they've delivered it or don't know where it is, you can ask for a redelivery. You might be able to get a refund in some circumstances."
Compensation and Complaints
If your parcel has been lost, damaged, or delayed, you might be able to claim compensation from the delivery company. Citizens Advice noted: "How much money you get depends on how the item was sent and what the problem is. You can also complain to the delivery company about their service at any time. You don't have to make a complaint to be able to claim compensation."
However, if you purchased something online, it is important to contact the seller before complaining to the delivery company or asking for compensation, especially if the parcel was left in an area you did not specify when purchasing.
Stolen Items and Prevention
Citizens Advice said: "You'll usually get a better result. You can ask for a refund or redelivery if the item didn't arrive, and check your options for returning damaged or broken goods." If you believe the item was stolen, you can claim compensation, make a complaint, and report the theft to the police. The police might not be able to return the parcel, but mentioning it in a compensation claim or complaint is worthwhile.
To avoid future thefts, Citizens Advice suggested: "You might want to get your parcels delivered to a collection point in a local shop or secure locker. If you need your parcels delivered directly to your home, you could think about getting a parcel safe, but these can be expensive."
