Late delivery

Young woman with long dark wavy hair wearing a yellow T-shirt with her left hand on her forehead and a frustrated expression.

Is your delivery late or delayed?

Are you still waiting for an online order after the expected delivery date? If you bought from a business in the EU, the business must deliver your purchase to you either:

  • Within 30 days of buying it or
  • On the date you agreed with them.

If your purchase doesn’t arrive on time, you can use our letter template to address the issue with the business from which you bought the item.

Good to know

Send an email to the business setting out a new deadline by which you expect to have received your order. If the business refuses to deliver by the new date or a new delivery date is not an option, you can cancel the order and get a full refund.

Businesses in the UK must comply with local consumer protection law, but because they are outside the EU, it is very hard for you as a consumer to assert your rights. Contact the business to agree a new delivery date or to request a refund.

No. The business you bought from is responsible for ensuring that you get what you ordered. This means they must resolve the issue with the courier.