When a parcel fails to arrive, Citizens Advice has outlined who is responsible and the steps to take. According to the organisation, if you bought something from a business for delivery, it is the retailer's obligation to ensure it reaches you.
Contact the retailer first
If the retailer used a courier service, they should contact the courier to find out what happened to your order. It is also sensible to verify the delivery address you provided before contacting them. 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."
Claiming compensation
If your parcel has gone missing, been damaged, or arrived late, you may be entitled to claim compensation from the 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."
Reporting theft and preventing future issues
However, if you bought something online, it is crucial to contact the seller before raising a complaint with the delivery firm. 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 suspect theft, you can pursue compensation, lodge a complaint, and report the theft to the police. To avoid future thefts, Citizens Advice suggested getting parcels delivered to a collection point or secure locker, or considering a parcel safe, though these can be expensive.
