There is a problem with your delivery: your rights in the event of a missing package



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According to a recent poll by Citizens Advice, parcel companies across the UK are underperforming. From damaged items to packages that never arrive, there are plenty of complaints against all couriers from Hermès to Yodel.

But what if there is a problem with your delivery? Who to contact? And can you get compensation? We will take a look.

Parcel companies and your rights

Even if your delivery goes wrong, don’t complain to the carrier first.

Why? Because you don’t have a contract with them.

  • You have a contract with the seller, not with the parcel company.
  • The seller, meanwhile, has a contract with the parcel company.

What does it mean? Well, it’s simple: it’s up to the seller to investigate with the courier. If there is a problem with your delivery, the seller must either continue with the delivery, offer you a refund, or send a replacement item. They can then claim compensation from the courier, if necessary.

In short, you should always contact the seller first, not the parcel company.

If your package is damaged

Has your package been broken, opened or damaged? There are a few steps you can take:

  • Take photos of the package and any damage. If the package appears open, do not check the contents until you have taken photos of the external damage.
  • Submit your complaint in writing to the seller and send the photos as proof.
  • If the seller wants you to return the item, they should cover the shipping cost. They should also confirm that you will not be responsible for any other damage in the mail.
  • Seller must send you a replacement item or refund you.

If your package disappears

Did your package go around? Here is what you can do:

  • Contact the retailer. Remember, your contract is with the seller, not the courier, so you need to raise the issue with them first.
  • The seller must restart your delivery. If the package is missing, they may offer to resend the package (free of charge) or refund you.
  • Did you pay for a special delivery by a certain date? You should be able to claim this money from the seller.
  • If you specifically told the seller that you need the package for a certain date (e.g. as a wedding gift) and it didn’t arrive on time (or not at all), you might be able to request a refund.

Depending on the seller, he may offer you additional compensation in the event of a missing package.

What happens, however, if the package is marked as “delivered” because a neighbor picked it up or the courier left it in a safe place? We will take a look.

Deliveries to neighbors and safe places

This one is a bit tricky. Your options depend on whether you allowed the courier to leave the package or not.

  • If you have given permission for a neighbor to take the package or the courier to leave it in a safe place, they can claim that they delivered the package. You might not get your money back.
  • Did the courier leave your package somewhere without authorization? If you haven’t left delivery instructions, the seller should offer you a refund or a replacement item.

To take with

There is always a risk that something you have ordered will be lost in the mail or damaged in transit. What’s important is that you know who to contact if something goes wrong.

If there is a problem with your package or delivery, contact the seller. However, if you’re not happy with the outcome, contact an organization like Citizens Advice for help.

Finally, did you pay by credit card? If the item cost you over £ 100 and the seller is not helping you, you can often request a refund or chargeback to your credit card under Section 75 of the Consumer Credit Act . Ask your card provider for more information.

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