Amazon Parcel Not Arrived UK | Refund, Tracking & Delivery Help
If your Amazon parcel has not arrived, the best next step depends on what the tracking says. It may be delayed, stuck in transit, marked as delivered, lost before delivery, or handled by a marketplace seller rather than Amazon directly.
This guide explains what to check, what evidence to save, and when to ask Amazon or the seller for a refund, replacement or redelivery.
If you bought through Amazon, your refund request should usually start in the Amazon order page or with the Amazon marketplace seller — not a vague message to the courier. Put the order number, tracking status, evidence and refund request in writing while the details are fresh.
Start my Amazon refund letter One-time £2.99 · No subscription · Instant PDFWhat to check first if your Amazon parcel has not arrived
Before asking for a refund, save the basic evidence from your Amazon account. This helps show that you checked the order properly and gives you a clearer timeline if the case is disputed later.
- Check the delivery date: confirm whether the estimated delivery date has passed or whether Amazon still shows the parcel as running late.
- Open the tracking page: save the latest tracking status, timestamps and courier name.
- Check for a delivery photo: if there is a photo, compare it with your door, porch, hallway, building entrance or safe place.
- Check safe-place and neighbour notes: look for wording such as left in safe place, handed to resident, delivered to neighbour or left near front door.
- Check who sold and dispatched the item: the route can be different depending on whether the item was sold by Amazon, fulfilled by Amazon, or sold by a marketplace seller.
- Check messages: look for emails, app notifications or seller messages about delays, missed deliveries or collection points.
What the Amazon tracking status means
The wording on the order page matters. A parcel that is late but still moving is different from a parcel that is marked as delivered, stuck for days, returned to sender or handled by a third-party seller.
| Amazon status | What it may mean | Best next step |
|---|---|---|
| Running late | The parcel may still arrive, but Amazon knows it has missed or may miss the original estimate. | Wait for the updated date if Amazon gives one, but save screenshots in case it does not arrive. |
| Delayed in transit | The courier or fulfilment route may have stalled before final delivery. | Check the last scan and ask Amazon or the seller to investigate if there is no movement. |
| Out for delivery | The parcel should be with the driver or local delivery route. | Check again later that day and save the status if it does not update. |
| Delivered | Amazon or the courier says delivery was completed. | Check delivery photo, safe-place note, neighbour information and one-time passcode details. |
| Undeliverable or returned | The parcel may be going back to Amazon or the seller. | Ask for the next refund or replacement step through the order page. |
Has Amazon marked it as delivered?
If Amazon says the parcel was delivered but you do not have it, use our Amazon says delivered but not received guide. That page covers Photo on Delivery, safe-place notes, neighbour delivery, one-time passcodes, wrong-door delivery evidence and what to do if Amazon refuses to help.
If the order is late, stuck or has not arrived at all, stay on this page. If Amazon has already marked the parcel as delivered, go to the delivered-but-not-received guide instead.
Amazon Logistics, couriers and marketplace sellers
Not every Amazon delivery follows the same route. The order page should show whether the item was sold by Amazon, fulfilled by Amazon, dispatched by a marketplace seller, or delivered by a courier such as Royal Mail, Evri, DPD or Yodel.
Amazon sold it vs marketplace seller — why this matters
The first thing to check is not just the courier name. Check the seller and fulfilment details on the Amazon order page. That tells you who should be dealing with the missing order and where your refund request should be recorded.
| What the order page shows | What it usually means | Where to start |
|---|---|---|
| Sold by Amazon | Amazon is usually the seller and should deal with the missing order through your account. | Use the order page and ask Amazon for an investigation, refund, replacement or redelivery. |
| Fulfilled by Amazon | A marketplace seller may have sold the item, but Amazon handled storage, packing or delivery support. | Start through the Amazon order page so the issue is logged properly. |
| Sold and dispatched by a marketplace seller | The seller may be responsible for dealing with the delivery issue, but Amazon messages still give you a record. | Message the seller inside Amazon and ask them to investigate the missing parcel. |
| Courier shown on tracking | The courier may hold useful tracking evidence, but that does not always mean your refund route starts with the courier. | Save the courier evidence, then ask Amazon or the seller to deal with the missing order. |
If Amazon sold or fulfilled the order
Start inside your Amazon order page. Save the order details, tracking history and any delivery evidence. Then ask Amazon to investigate and confirm whether they will refund, replace or redeliver the item.
If a marketplace seller sold and dispatched the item
Message the seller through Amazon rather than outside the platform. Keep the conversation inside your Amazon account so there is a record of what was said, when you reported the missing parcel, and how the seller responded.
Keep the dispute inside Amazon where possible
If a seller asks you to email, text or call outside Amazon, be careful. You may still need to speak to them, but try to keep the main refund request inside Amazon messages first. That gives you a dated record showing when you reported the non-delivery, what evidence you asked for, and whether the seller offered a refund, replacement or refused to help.
This record can matter later if you need to escalate the issue, challenge a refusal, or show your bank that you tried to resolve the missing parcel with Amazon or the seller before asking about a payment dispute.
If a courier is shown on the tracking
You can check the courier tracking for extra evidence, but do not let the seller or retailer push the whole issue onto you without dealing with your missing order. If a retailer tells you to contact the courier only, read our retailer says contact the courier guide.
When should you ask Amazon for a refund?
You should usually ask for a refund, replacement or redelivery once the estimated delivery date has passed, the tracking has stopped moving, Amazon says the parcel is delayed with no clear update, or the order has been marked as delivered but you do not have it.
Keep the request clear and factual. Explain that the order has not arrived, refer to the delivery date and tracking status, and ask Amazon or the seller to confirm the next step.
At the first stage, you do not need a long legal argument. Start with the facts, the order number, the delivery date, what the tracking says, and what outcome you want: refund, replacement or redelivery.
A short message such as “where is my parcel?” may be fine when the order is only slightly late. But if tracking has stopped, the seller blames the courier, the parcel is marked delivered, or Amazon/seller support has already refused to help, use a clearer written refund request.
A stronger refund request should usually include the order number, delivery date, tracking status, courier name, what evidence you have saved, what evidence you want them to check, and whether you are asking for a refund, replacement or redelivery.
If your order has not arrived and you want general refund wording, read our parcel not delivered refund guide.
Evidence to save before contacting Amazon
Good evidence makes a missing Amazon parcel dispute easier to explain. Save screenshots before tracking changes or disappears.
- Amazon order number and order date
- Estimated delivery date and any updated delivery date
- Tracking status and tracking number
- Courier name if shown
- Delivery photo if Amazon or the courier provides one
- Safe-place note, neighbour note or collection point information
- Messages from Amazon, the seller or courier
- Photos of your actual door, building entrance or safe place if the delivery photo looks wrong
- Any proof that you were home or that no parcel was received, if relevant
Save evidence before the tracking changes
Amazon order pages and courier tracking pages can change as the case develops. A status that says “running late” may later change to “delivered”, “returned”, “undeliverable” or another update. Take screenshots early so you can show the full sequence of events, not just the latest status.
If the delivery photo looks wrong, save both the Amazon/courier photo and your own comparison photo. If the seller later says the parcel was delivered, this makes it easier to explain exactly why the evidence does not match your address or authorised safe place.
For a fuller evidence list, use our missing parcel evidence checklist.
What if Amazon or the seller refuses to help?
If Amazon or the seller refuses a refund, says the parcel was delivered, relies only on tracking, or closes the case without dealing with your evidence, do not keep sending the same message repeatedly. Move to a clearer escalation route.
- Ask for the exact evidence: delivery photo, timestamp, safe-place note, GPS/location evidence if available, and the name or description of who accepted the parcel.
- Challenge the decision in writing: explain why the evidence does not prove delivery to you.
- Save the refusal: keep screenshots of Amazon or seller messages.
- Consider your payment route: chargeback or Section 75 may be relevant depending on payment method and transaction value.
- Consider a formal final letter: if a retailer or seller refuses to deal with the missing parcel properly, a formal letter before action may be the next step before court action.
At this stage, avoid repeating the same short support message. A clearer written response is usually better because it puts the missing parcel issue, the evidence problem and your requested outcome in one place. It also gives you a record of what you asked for if you later need to escalate the matter through Amazon, the seller, your payment provider or another route.
Use our refund refused for missing parcel guide if your refund request has already been rejected.
Need a clear Amazon refund letter?
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Amazon parcel not arrived FAQs
What should I do if my Amazon parcel is late?
Check the order page for the latest delivery date, save the tracking status, and wait for any updated date Amazon gives. If there is no movement or the parcel still does not arrive, contact Amazon or the seller through the order page.
What if Amazon says delivered but I have not received it?
Check the delivery photo, safe-place note, neighbour information, one-time passcode status and timestamp. Then use our Amazon says delivered but not received guide.
Should I contact the courier or Amazon?
You can check courier tracking for evidence, but your order issue should usually be handled through Amazon or the seller because that is where you bought the item. Keep all messages inside your Amazon account where possible.
What if the seller says the courier has the parcel?
Ask the seller to investigate with the courier and provide clear delivery evidence. If the seller simply tells you to contact the courier yourself, read our retailer says contact the courier guide.
Can I use chargeback for an Amazon parcel that never arrived?
Chargeback may be an option if you paid by debit or credit card and the seller refuses to resolve the missing parcel. Read our chargeback for missing parcel guide before contacting your bank.