Marks & Spencer Parcel Not Delivered? Missing Order and Refund Help
A Marks & Spencer order can go missing in several ways. It may be delayed, stuck in transit, marked delivered but not received, sent to the wrong address, left somewhere unsafe, delivered to a neighbour, split into more than one delivery, or returned without a clear explanation.
Don’t just ask where the parcel is. Set out your M&S order number, tracking status, delivery evidence, what went wrong, and whether you want a refund, replacement or redelivery.
This guide explains what to check before contacting M&S, what evidence to save, what to ask for, and what to do if you are told to contact the courier instead.
M&S parcel not delivered — what to check first
- Check your M&S order page. Look at the order number, delivery address, estimated delivery date, dispatch status and whether the order is being delivered in more than one part.
- Open the tracking link. Save the latest courier status, scan history, delivery time and any delivery attempt information.
- Check delivery emails or text messages. Save dispatch, delivery and missed-delivery updates.
- Look for delivery evidence. Check for a photo, safe-place note, neighbour note, signature, handover record or delivery location.
- Check your address and instructions. Confirm the order was sent to the correct address and note any safe place you did or did not authorise.
- Save screenshots before anything changes. Tracking pages and chat windows can update, so keep proof from the date you raised the issue.
Keep screenshots of your M&S order page, delivery confirmation, tracking page, courier name, estimated delivery date, delivery photo if available, safe-place note, neighbour details and any support chat or email messages.
If your M&S parcel has not arrived at all, also read our parcel not delivered refund guide. If tracking says delivered, use our parcel marked delivered but not received guide.
M&S clothing, food, home and gift deliveries
M&S missing parcel complaints can involve different types of orders. The evidence you ask for should match the type of delivery, because a clothing parcel, homeware delivery, food gift, hamper or collection order may have different tracking notes.
| Order type | What to check | What to ask M&S |
|---|---|---|
| Clothing or beauty parcel | Check whether the parcel was delivered, split, delayed or left in a safe place. | Ask for the delivery photo, tracking history and proof the parcel reached your address. |
| Homeware or larger item | Check whether the delivery was handled differently from a normal parcel. | Ask for the courier record, delivery appointment notes and handover evidence. |
| Food, hamper or gift order | Check the promised date, tracking updates and whether a replacement would still be useful. | Ask for a refund or suitable replacement if the order missed the occasion or cannot be recovered. |
| Collection or store-related order | Check whether the order was ready, collected, cancelled, returned or scanned incorrectly. | Ask for the collection record and proof of who collected it if the order is marked collected. |
If M&S tracking has stopped updating
If the tracking has not moved for several days, do not keep waiting without creating a written record. Save the last scan, the expected delivery date and any M&S delivery messages. Ask M&S to investigate with the courier and give you a clear response date.
The tracking for my M&S order has not updated since [date]. Please investigate with the courier and confirm whether the parcel is lost, delayed, being returned, or still due for delivery. If the parcel cannot be located, please confirm whether you will provide a refund, replacement or redelivery.
If M&S tracking says delivered but you have nothing
A delivered status does not always prove that the parcel reached you. The parcel may have been left outside, in a shared hallway, with a neighbour, at a reception desk, near bins, in a parcel area, or at the wrong address.
If M&S or the courier says the parcel was delivered, ask Marks & Spencer to review the delivery evidence instead of relying only on a tracking status.
- the courier tracking history;
- the delivery timestamp;
- any delivery photo;
- any GPS, map or location evidence available to the courier;
- safe-place notes;
- neighbour, reception or concierge details;
- signature or handover details;
- whether the evidence clearly links the parcel to your address.
If the delivery photo does not show your home, flat entrance, door, building, parcel area or chosen safe place, read our delivery photo is not my house guide.
Evidence that helps with a Marks & Spencer missing parcel claim
Before you message M&S, gather the evidence in one place. A clear evidence bundle makes it harder for the issue to be dismissed with a generic “tracking says delivered” response.
Useful evidence
- M&S order number and order page
- Order confirmation, dispatch email or delivery confirmation
- Tracking screenshots
- Courier name and tracking number
- Delivery photo or safe-place note
- Messages with M&S or the courier
- Payment proof
- Photos of your actual door or building if the courier photo is wrong
Weak evidence on its own
- A vague “delivered” scan
- A blurry or unclear delivery photo
- A shared hallway photo
- A safe-place note you did not choose
- A neighbour note with no clear person or address
- A tracking page with no location or handover details
- A support chat with no written outcome
For a wider list, use our missing parcel evidence checklist.
If only part of your M&S order arrived
If one parcel arrived but some items are missing, separate this from a fully missing parcel complaint. M&S may have split the order, cancelled an item, dispatched it separately, or sent part of the order from a different location.
Save photos of the parcel packaging, delivery label, contents, item list, invoice or dispatch note, and the items you actually received. Then ask M&S to confirm whether the missing item was sent separately, cancelled, missing from dispatch or lost during delivery.
If M&S tells you to contact the courier
If you bought the item from Marks & Spencer, your first complaint should usually go to M&S. The courier may have useful tracking information, but M&S is normally the business that arranged delivery to you and can investigate with the courier it used.
If you keep being passed back to the courier, read our retailer says contact courier guide.
Safe place, neighbour or wrong address issues
M&S delivery disputes often depend on where the parcel was actually left. The important question is not only whether the courier scanned the parcel as delivered, but whether the parcel reached your address, authorised safe place or someone you authorised to receive it.
| Problem | What to ask for | Useful guide |
|---|---|---|
| Left in safe place but missing | Ask what safe place was used and whether you selected it. | Safe place guide |
| Delivered to neighbour | Ask for the neighbour name, address or handover details. | Neighbour guide |
| Delivered to wrong address | Ask for the delivery photo, location evidence and address evidence. | Wrong address guide |
| Photo does not match your home | Send a comparison photo of your actual door, flat entrance or building. | Photo not my house guide |
Refund, replacement or redelivery?
When you contact M&S, be clear about the outcome you want. Depending on the item and the situation, you might ask for a refund, replacement or redelivery.
If the item is out of stock, a replacement may not be possible. If the parcel cannot be found or the delivery evidence does not prove delivery to you, a refund may be the clearest request.
- state the order number;
- state that the parcel has not reached you;
- explain why the delivery evidence is missing, unclear or wrong;
- ask M&S to investigate with the courier;
- ask for a refund, replacement or redelivery;
- ask for a written response.
Simple M&S missing parcel wording
You can start with short wording like this before using a stronger tailored letter:
Subject: M&S parcel not delivered — request for investigation and refund/replacement
Hello, my Marks & Spencer order is marked as delivered, but I have not received it.
Please review the full delivery evidence, including the courier tracking history, delivery photo if available, delivery timestamp, safe-place note, neighbour or handover details, and any location evidence available to the courier.
The current information does not clearly prove that the parcel was delivered to my address, my authorised safe place, or someone I identified to receive it. Please confirm whether you will provide a refund, replacement or redelivery.
This is starter wording only. If M&S has already refused or the evidence is disputed, use a stronger tailored letter with your proof attached.
Need a clearer M&S refund letter?
Create a personalised UK refund letter with M&S missing order wording, delivery evidence requests, retailer responsibility wording and a clear refund, replacement or redelivery request.
Start My M&S Refund Letter – £2.99If M&S refuses a refund
If M&S refuses to help, ask for the reason in writing. Keep the refusal, tracking screenshots, delivery photo, chat transcript and any courier information.
A refusal based only on “delivered” may still be worth challenging if the photo, location, safe-place note, neighbour note or handover evidence does not clearly prove delivery to you.
- If the photo is wrong: send a comparison photo and challenge the delivery evidence.
- If it was left somewhere unsafe: explain whether you authorised that location.
- If it was handed to someone else: ask who accepted it and how they link to your address.
- If tracking is stuck: ask M&S to investigate with the courier and give a clear response date.
- If M&S still refuses: consider chargeback or Section 75 depending on how you paid and the facts.
For escalation, read our refund refused for missing parcel guide, chargeback for missing parcel guide and Section 75 missing parcel guide.
Which M&S delivery problem matches your case?
Use the guide that matches what happened to your Marks & Spencer order:
M&S missing order FAQs
My M&S parcel says delivered but I have not received it. What should I do first?
Check your M&S order page, confirmation email, delivery message, tracking link, courier status, delivery photo if available, safe-place notes, neighbour details and any messages from M&S or the courier. Save screenshots before contacting M&S in writing.
Should I contact M&S or the courier?
If you bought the item from Marks & Spencer, your first complaint should usually go to M&S. M&S can investigate with the courier it used. You can still save courier tracking evidence, but do not rely only on the courier to resolve the issue.
What evidence should I keep for a missing M&S parcel?
Keep your M&S order confirmation, dispatch email, tracking screenshots, courier name, delivery photo, safe-place details, neighbour or reception notes, payment proof, messages and any refusal or final response.
Can I ask for a refund if a Marks & Spencer order is missing?
If the order has not reached you, you can ask M&S to investigate and provide a refund, replacement or redelivery depending on the facts. Keep the request clear and attach the delivery evidence you have saved.
What if only part of my M&S order arrived?
Save photos of the packaging, delivery label, item list and what arrived. Ask M&S whether the missing item was sent separately, cancelled, missing from dispatch or lost during delivery.
What if M&S tracking has stopped updating?
Save the last tracking scan, expected delivery date and order details. Ask M&S to investigate with the courier and confirm whether the parcel is delayed, lost, returned or still due for delivery.
Can I use chargeback if M&S refuses to help?
If M&S refuses to resolve a missing parcel dispute and you paid by card, you may be able to ask your bank about chargeback. Keep the written refusal, order details, tracking evidence and payment proof.