Young woman with long dark wavy hair wearing an orange jumper and looking upwards with a doubtful expression.

Missing a delivery?

Is a business claiming your purchase has been delivered and you have not received it? Or is the business telling you that you have to pick it up from the courier? If you have bought from an EU-registered business, there are legal time frames in which a business must deliver your purchase. Read more about these time frames.

If your purchase hasn’t arrived, the business you bought from must fix the problem. Our letter template can help you to cancel your order and request a refund.

Good to know

Firstly, have a look around to make sure it hasn’t been left somewhere. If you can’t locate it, contact the business again, explaining it hasn’t been delivered and telling them they must prove that it has. The business from which you bought the item is responsible for picking the issue up with the postal company or courier and resolving it.

If you have discussed your issue with the business and they are refusing to provide a refund, you may be able to dispute the transaction with your bank, using their chargeback process. Depending on the debit or credit card scheme – for instance, Visa or MasterCard – there are different terms and conditions. For example, there can be specific time frames for requesting a chargeback, such as 120 or 180 days after the transaction takes place or the agreed date of delivery. If you paid by credit or debit card, contact your financial institution to find out if a chargeback is possible.