When a parcel goes missing from your doorstep, the seller is responsible for ensuring it reaches you, according to Citizens Advice. The organisation has outlined the steps consumers should take and the rights they have in such situations.
Seller's responsibility
If you purchased goods from a business for delivery, the responsibility for ensuring those goods reach you lies firmly with the seller. If the seller enlisted a courier, it is their duty to chase that courier and establish what has happened to your order.
It is also advisable to double-check the delivery address you provided to the retailer or seller before contacting them about your missing order.
Refunds and compensation
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."
Should your parcel be lost, damaged, or delayed, you may be entitled to claim compensation from the responsible delivery firm. They said: "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.
Contact seller first
However, if you have bought something online, it is crucial to contact the seller before raising a complaint with the delivery firm or seeking compensation. This is particularly important if the parcel was left somewhere you did not specify at the time of purchase.
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."
Theft and prevention
Should you suspect your item has been stolen, you are entitled to claim compensation, lodge a formal complaint and report the theft to the police. While the parcel may not be recoverable, it is still worth raising in any compensation claim or complaint you make.
Citizens Advice added: "To help avoid more thefts in the future, 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."
