Put your refund request in writing today — with the right route, key facts, evidence checklist and a clear deadline for response.
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Missing, delayed, damaged, wrongly delivered or marked delivered but not received.
Retailer/seller if you bought online, courier/postal company if you posted it yourself.
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You do not need to know whether the parcel is officially “lost”. If it has not arrived, tracking has stopped updating, it is marked delivered but not received, it was sent to the wrong address, or it arrived damaged, ParcelClaim helps you create a formal UK refund letter.
If you bought something online, your refund request should usually go to the retailer or seller. If you posted the parcel yourself, your refund or compensation request should usually go to the courier or postal company you paid.
ParcelClaim provides self-help template letters and document generation. It helps you prepare a clear written refund request, but it is not a law firm and does not provide legal advice.
Self-help information checked against common UK parcel refund routes, public consumer-rights guidance and typical courier/retailer complaint processes.
No legal jargon. The goal is to help you send a clear, organised refund letter.
Use “I bought something online” when you ordered from a shop, marketplace, or retailer and the parcel never reached you. Your refund request normally starts with the retailer/seller.
Use “I posted a parcel myself” when you personally paid for postage and the courier lost, damaged, or delayed the parcel.
This distinction matters because your first refund route is usually with whoever sold you the goods or whoever took payment for the delivery service.
Buyer refund route: if you bought the item from a retailer or seller, your first refund request should usually go to them, not the courier.
Sender refund/compensation route: if you paid to post the parcel yourself, your request usually goes to the courier or postal operator you paid.
| Situation | First refund route | What to ask for |
|---|---|---|
| Bought online, not received | Retailer/seller | Redelivery, replacement, or refund |
| Bought online, damaged | Retailer/seller | Refund, repair, or replacement |
| You posted it and it was lost | Courier/postal operator | Compensation up to the service cover limit + postage refund |
| You posted it and it was damaged | Courier/postal operator | Compensation, if evidence, packaging, and service terms support the request |
Exact outcomes depend on the facts, evidence, retailer duties, courier terms, proof of value, packaging, exclusions, deadlines, and whether extra cover was purchased.
Read simple guides for common parcel problems, including parcels marked as delivered but not received or left in a safe place.
If you bought something online, the retailer or seller usually arranged the delivery. That means your first refund request should normally go to the retailer/seller, not the courier. The retailer can then deal with the courier separately.
Choose “Marked delivered but not received” in the form. Add any useful details, such as no safe place agreed, no delivery photo, a photo/GPS location that does not match your address, no calling card, or CCTV showing no delivery.
That can weaken your refund request, but it does not always end it. Explain exactly what safe place you agreed, where the parcel was left, and why you still dispute the delivery.
Yes. Useful evidence may include order confirmation, tracking screenshots, photos, proof of posting, proof of value, delivery photos, and messages with the retailer or courier.
Ask for written reasons. Depending on the situation, you may then send a follow-up, raise a chargeback or Section 75 request where applicable, use the retailer/courier complaints process, or consider a small claim.
No. ParcelClaim provides self-help template letters and document generation. It is not a law firm and does not provide legal advice.