In short (UK): Traders must deliver within the agreed time, or within 30 days if none was agreed, under the Consumer Rights Act 2015 and distance-selling rules. Miss the promise and you may cancel for a full refund. Write to the seller, keep tracking evidence, and escalate only if needed. This is general guidance, not legal advice.
Ordered something online and it still has not arrived? You are not stuck waiting forever. This guide covers the core late-delivery rules. It is not a full claim pack — for a personalised plan and letter from your order details, use Refundly.
Your Rights When Delivery Is Late
Traders must deliver goods:
- By the date they promised (including named-day delivery), or
- Within a reasonable time / 30 days if no date was agreed
If they miss that, you often have options beyond “please wait”.
When You Can Cancel for a Full Refund
You can often treat the contract as ended if delivery was late and:
- Time was essential (you said so, or it was obvious), or
- The delay is otherwise significant in the circumstances
A short, explained delay is different from a parcel that never moves.
What to Do Next (High Level)
- Check the promised date on the order confirmation and checkout.
- Save tracking — when it passed the due date.
- Contact the retailer in writing — ask for delivery or cancel and refund.
- Cancel clearly if appropriate — refund to original payment method.
- Escalate only with a paper trail (chargeback, Section 75, PayPal, ADR).
| Situation | What to aim for (high level) |
|---|---|
| Very late but still moving | Confirmed date or refund |
| Not dispatched / lost | Full refund |
| Seller silent after due date | Cancel in writing + refund |
| Made-to-order / special items | Check terms — rules can differ |
A dated plan makes it harder for retailers to keep you waiting without answering
What Your Complaint Should Cover
Keep it factual: order reference, promised date, what happened, that you are ending the contract if that is your choice, refund amount, and a response deadline. You do not need a long legal essay — you need a clear record.
Refundly builds a tailored late-delivery complaint from your claim details
"It Was Dispatched — Not Our Problem"
In most online consumer sales, the retailer is responsible for delivery to you. A courier mix-up is their logistics problem, not a reason you should chase alone forever.
If the Parcel Arrives After You Cancelled
Photograph packaging, write to the seller, and follow return instructions. Do not be pressured into keeping goods without a clear agreement.
Escalation Options (Names Only)
- Chargeback / card dispute
- Section 75 (qualifying credit-card purchases)
- PayPal dispute
- Trading Standards (via Citizens Advice) for persistent problems
- Small claims as a last resort
Which route fits depends on payment method, amount, and evidence — that mapping is where free overviews stop being enough.
Using Refundly for Late Delivery Claims
- Select delivery / late delivery in the app
- See plain-English rights for your path
- Get a personalised plan with deadlines
- Generate a complaint letter from your details
- Track responses and export if you escalate
Final Tip
Screenshot the delivery promise at checkout before you pay. Order emails sometimes lose the original promise later.
General information for UK consumers only — not legal advice. See the Consumer Rights Act 2015 and Citizens Advice on delivery problems.
Common questions
Short answers to common questions on this topic.
- Can I cancel an order if delivery is late in the UK?
- Often yes. If the trader misses an agreed delivery date — or a reasonable time if none was set — you may be able to end the contract and claim a full refund, especially where time was essential or the delay is significant.
- Is the courier responsible if my parcel is lost?
- Usually you deal with the retailer, not Hermes, Evri, or Royal Mail. For most consumer sales the seller remains responsible for getting the goods to you.
- What if the parcel arrives after I cancelled?
- Tell the seller in writing, keep photos of packaging, and follow their return instructions. Do not assume you must keep and pay for goods you already cancelled.
- Do I have to accept a voucher for a late order?
- No. If you are entitled to cancel and a refund, you can normally insist on money back to your original payment method.
- What if the seller never responds?
- Keep chasing in writing with a deadline, then consider chargeback, Section 75, PayPal, or court depending how you paid. Refundly helps choose a sensible next stage for your claim.