Parcel deliveries and your consumer rights

Millions of us do online shopping nowadays, but what can you do when things go wrong? When you place an order online, you usually don’t think too much about it. Many people don’t know their consumer rights when parcel deliveries arrive late or not at all.

Reports of parcel theft is at a record high according to The Parcel Theft Report 2026 published by Quadient.

The Ofcom 2026 Report: Best and Worst Parcel Delivery Companies reveals UK consumers sent and received a record 4.6 billion parcels. That’s 8.6% more than the previous year.

More parcels have meant more problems for consumers.

Nearly one in five households have had a parcel stolen and nearly a third of those have reported it to the police.

You won’t be surprised to hear that doorstep theft usually peaks in November and December.

This is what you need to know about your consumer rights, how to prevent parcel theft and resolve your disputes.

MY PARCEL HAS GONE MISSING. WHAT CAN I DO?

Missing parcel deliveries is a big problem, especially at Christmas. Trying to speak to anyone is virtually impossible. Many firms have removed contact details from their websites and deploy useless chatbots to deal with queries.

Goods being stolen from doorsteps and porches is a common problem everywhere. Criminals often follow courier drivers and steal packages. This is commonly referred to as ‘porch piracy.’

Evidence is key on these disputes. Check the address order details first to ensure you have a legitimate complaint. The seller has a duty to ensure that goods sold are safely delivered to the buyer in the order details, unless the buyer chose a local collection option. 

A seller cannot be held liable if they have followed the buyer’s instructions and order details.

Also check the tracking details. The parcel may be delayed or in transit, so checking the tracking details may prove where it is.

If the seller says your parcel has been delivered and you have not received it, ask for proof. A photo of a parcel on your doorstep, by your door or anywhere else is not considered ‘delivered’ unless you nominate it as a ‘safe place.’

YOUR CONSUMER RIGHTS

Your contract is always with the retailer – not the courier. Contact the retailer as soon as possible if your order has been lost, damaged or delayed.

Under the Consumer Rights Act 2015, the retailer is responsible for delivering your goods.

Where a delivery time or period has been agreed, the goods should be delivered within that timeframe.

Where no time or period has been agreed, they must be delivered without undue delay and no more than 30 days after the contract was entered into.

S29 Consumer Rights Act 2015 states that the goods remain at the trader’s risk until they come into the physical possession of:

• the consumer, or
• a person identified by the consumer to take possession of the goods

If something you have ordered has not arrived, you should contact the seller to find out where it is.

It is the seller’s legal responsibility to make sure the item is delivered to you. They should contact the courier and let you know what has happened to your item. It is not your responsibility.

If your parcel was delivered to a location you did not agree to (for example – it was left with your neighbour without your consent), it is the seller’s legal responsibility to resolve the issue.

Courier drivers are usually self-employed and only get paid for each parcel that is delivered. This often means that packages are thrown over a wall in to a puddle, left in a bin or outside in all weathers. If the parcel is damaged, it is the seller’s responsibility to remedy this and not the courier firm.

You are legally entitled to a replacement or refund if the package does not turn up.

I PAID MORE FOR A TIME-SPECIFIC DELIVERY WHICH ARRIVED LATE – CAN I GET A REFUND?

If your delivery was scheduled for a specific date as agreed when you placed the order, it should arrive as promised.

If you have paid for special delivery or if your order arrives later than agreed, you can claim back the additional delivery charge because the service you paid for wasn’t provided as agreed. 

Section 28 of the Consumer Rights Act 2015 states that where the trader and consumer have agreed a specific date or period for delivery, the trader must deliver within that agreed timeframe.

If the retailer fails to deliver within the agreed timeframe, it’s a breach of contract under the Consumer Rights Act 2015.

You can therefore request a refund of the additional delivery charge because the time-specific service you paid for has not been fulfilled.

CAN I CANCEL THE ENTIRE ORDER?

Potentially, yes.

Section 28 of the Consumer Rights Act 2015 covers delivery of goods.

Where delivery by an agreed time is essential, the consumer may treat the contract as at an end if the trader fails to deliver the goods on time.

This could be because the circumstances made the delivery date essential, or because you told the retailer before entering into the contract that you needed the goods by that particular date.

Imagine ordering something specifically for a wedding, birthday or other event and making it clear that it must arrive beforehand.

Delivering it afterwards may be completely pointless.

If delivery by the agreed date wasn’t essential, you would generally need to give the retailer an appropriate period to deliver. If they still fail to deliver within that additional period, you can treat the contract as at an end.

Where no delivery time or period has been agreed, the retailer must deliver the goods without undue delay, and in any event, not more than 30 days after the day on which the contract is entered into.

Online purchases also come with separate cancellation rights under the Consumer Contracts Regulations 2013, although there are exceptions.

PART OF MY ORDER TURNED UP BUT THE OTHER PART DIDN’T. WHAT CAN I DO?

Have you ordered a sofa that’s gone missing but the cushions turned up? Or maybe a pool table that’s arrived with no legs? These are both true stories and often happens.

S26 Consumer Rights Act 2015 covers instalment deliveries and states, “Under a contract to supply goods, the consumer is not bound to accept delivery of the goods by instalments, unless that has been agreed between the consumer and the trader.”

If you have placed an order and didn’t agree to accept the delivery of the goods in instalments, they are in breach of contract. Put it to the retailer that they must either supply the missing parts immediately or you will reject and cancel the order and raise a chargeback with your bank to dispute and reverse the transaction.

You won’t have to pay for returns as the retailer has not fulfilled the contract. That’s another popular ruse I hear (I think I’ve heard them all!).

Retailers often try to reject a chargeback on the first attempt. The onus is on them to prove they delivered the items. So, push back hard and stress “breach of contract” under the Consumer Rights Act 2015 if this happens to you.

MY ORDER ARRIVED DAMAGED – WHAT ARE MY CONSUMER RIGHTS?

Evidence is key on all disputes. Take plenty of photos and proof of time, dates, damaged goods and packaging.

Your contract is with the retailer. They are responsible for ensuring the goods arrive safely in your possession – not the courier.

You can request a replacement or a refund.

THE RETAILER WILL NOT GIVE ME A REFUND – WHAT CAN I DO?

If the retailer refuses a refund and resolves your dispute with missing goods, you can raise a chargeback with your bank or credit card provider for a ‘breach of contract’ under the Consumer Rights Act 2015. 

Chargeback is not a legal right, but a voluntary scheme which allows your bank to claw back money from the retailer’s bank when a transaction goes wrong.

Chargebacks apply to debit cards as well as credit cards, and can also be used for purchases under £100.

Chargebacks usually have a 120-day time limit for debit and credit cards, although the clock doesn’t necessarily start on the date of payment. 

For standard purchases, the clock starts on the payment date.

For missing deliveries, the clock starts on the expected delivery date.

When contacting your bank, explain that the retailer failed to provide the goods or delivery service as agreed. You are disputing the transaction for a breach of contract under the Consumer Rights Act 2015. Keep your order confirmation, delivery information and correspondence with the retailer as evidence.

If you have paid more than £100 for goods by credit card, you are also covered by S75 of the Consumer Credit Act 1974 which holds the credit card provider and retailer jointly liable.

Your bank or credit card provider should reverse the payment while the transaction is being disputed, although that can be reversed back to the retailer if they prove their case.

Chargebacks are costly and problematic for retailers to deal with, so even the threat of it can sometimes elicit the right outcome.

HOW TO PREVENT PARCEL THEFT

The easiest way to avoid parcel theft is to choose where your parcel is safely delivered to.

Choose a genuine safe place – instruct the courier to leave your parcel in a lockable parcel box or behind a secure gate.

Use a trusted neighbour – register them with your delivery account. Ad-hoc instructions are not always passed on.

Opt for a local collection point or locker – using Amazon Lockers, InPost, or Collect+ means the parcel is never left unattended. Local post offices and convenience stores also offer this option. It’s often free and much safer.

Always require a signature for high-value items – and keep tracking proof. Couriers sometimes skip signatures.

DETER OPPORTUNISTIC THIEVES

There are a few cheap and easy ways to deter opportunistic parcel theft.

Install a doorbell camera or CCTV – a video doorbell or motion sensor camera is an instant deterrent and gives you vital evidence.

Fit a secure parcel box – a lockable, bolted down box gives couriers somewhere safe to leave parcels.

Warning signs – CCTV in operation signs and stickers are the cheapest and most effective deterrents.

BEWARE OF SCAM TEXT MESSAGES

Beware of emails that ask you to pay a storage or delivery fee for an undelivered package.

If you are expecting a parcel, track the delivery on the company’s website. Do not use links or details provided in an unexpected message.

FINALLY

Be specific when setting your preferences for delivery times to reduce the chances of delivery problems.

Ask a neighbour you trust if they can take parcels for you as your ‘designated safe place’.

If you specify an unsecure safe place and your parcel is stolen, you are liable as the firm and courier have followed your instructions.

If you do not leave instructions and your parcel is stolen, the retailer is legally bound to replace your parcel.

Some courier firms are worse than others. Check who the retailer uses as their preferred courier. See what others say about courier problems with specific retailers and how they handle complaints and refunds.

Have you had any problems with parcel deliveries? How well do you know your consumer rights?