Ordered something online and it still has not arrived? You are not stuck waiting indefinitely. UK consumer law gives you clear late delivery refund rights when a retailer misses its delivery promise.
This guide explains when you can cancel, how to get a full refund, and what to do if the seller refuses.
Your Rights When Delivery Is Late
Under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, traders must deliver goods:
- Within 30 days (unless a different period was agreed), or
- By the date they promised — including next-day or named-date delivery
If they miss that date, you have options.
When You Can Cancel for a Full Refund
You can usually treat the contract as ended and get a full refund if:
- Delivery was not within the agreed time, and
- You made it clear that delivery on time was essential, or
- The delay is otherwise significant in the circumstances
Even if you did not say it was essential, a long or unreasonable delay can still give you cancellation rights.
Step-by-Step: Late Delivery Refund
- Check the promised delivery date — in your order email and checkout.
- Track the parcel — note when it passed the due date.
- Contact the retailer in writing — ask for an update and state your rights.
- Cancel if appropriate — request a full refund to your original payment method.
- Escalate — chargeback, Section 75, or ADR if they refuse.
| Situation | What to ask for |
|---|---|
| Parcel still in transit but very late | Refund or confirmed delivery date |
| Parcel lost or not dispatched | Full refund |
| Retailer unresponsive after due date | Cancel and full refund |
| Subscriptions or made-to-order items | Check specific terms — rights may differ |
A step-by-step plan keeps you on track when retailers go quiet
What to Say in Your Complaint
Keep it factual:
My order [reference] was due on [date]. It has not been delivered. Under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, I am ending the contract and requesting a full refund of £[amount] within 14 days.
Do not accept a voucher if you want your money back.
"It Was Dispatched — Not Our Problem"
Retailers sometimes blame the courier. In most online sales, the retailer is responsible for delivery to you. If the courier lost your parcel, that is still between you and the seller — not something you should have to chase with Hermes or Evri yourself.
If the Parcel Arrives After You Cancelled
You may still need to return it if it shows up. Take photos of the packaging and contact the retailer in writing. Do not be pressured into keeping it without a clear agreement.
A formal late delivery complaint template makes your legal position clear
Escalation Options
If the retailer will not refund:
- Chargeback UK — if you paid by debit card and goods were not received
- Section 75 refund — if you paid by credit card (£100+) and the purchase qualifies
- PayPal dispute — if you paid through PayPal
- Trading Standards — report persistent offenders (via Citizens Advice)
- Small claims court — for larger amounts where other routes fail
Using Refundly for Late Delivery Claims
Refundly is built for exactly this kind of problem:
- Select “Delivery issues” → “Late delivery”
- See the relevant Consumer Rights Act sections in plain English
- Get a personalised plan with deadlines
- Generate a complaint letter and track the retailer's response
Final Tip
Screenshot the delivery promise at checkout before you pay. Retailers sometimes change or remove delivery dates from order emails later. Your original promise is key evidence.