What are my rights if my online order is late, missing, or faulty?

Ordering something online and having problems with delivery can be really frustrating. Whether your parcel is late, missing, damaged or just not what you expected, it helps to know where you stand.

Here’s what you can do when things go wrong.

You could get a refund if your delivery is late

Orders placed online or by phone are protected by the Consumer Rights Act 2015. This means that:

• If your order doesn’t arrive within 30 days, you can ask for a full refund.
• This still applies even if it turns up after the 30 days.

If you paid for next-day delivery but it didn’t arrive

You can ask for a refund if the shop promised a specific delivery date but didn’t meet it. For food and other perishable items, different rules apply. You might not need to wait the full 30 days. Ask the shop about their policy when you place the order.

It’s harder to get your money back if you order in-store

If you buy something in-store but ask for it to be delivered to your home, you don’t get the same protections as when you order online.

You still have some rights if the delivery is late, but it’s more difficult to get a refund.

To protect yourself, try asking the shop to agree to a “time is of the essence” clause. This means they promise to deliver by a certain date. If they agree and the item is late, you can:

• Refuse the order and ask for a full refund, or
• Keep it and ask for some money back.

Shops don’t have to agree to this clause, but it’s worth asking.

What happens if you order something and it doesn’t come?

If your parcel doesn’t arrive, contact the seller, not the courier.

• Your contract is with the seller, so they’re the ones who must put things right.
• They might be able to track it or send a replacement.

Who is responsible if package is delivered to wrong address? 

If a package is delivered to the wrong address, the responsibility usually falls on the retailer or the courier — not you, the customer — as long as you provided the correct delivery details when you placed the order.

Here's how it typically breaks down:

• If you entered the correct address: The seller or courier is responsible. You should contact the retailer first to report the issue. They may send a replacement or issue a refund.
• If you entered the wrong address by mistake: Unfortunately, you may be held responsible. Some retailers may still help, but they aren't obligated to.
• If the courier claims it was delivered but you never got it: You can ask the retailer for proof of delivery (like a GPS stamp or photo). If it was misdelivered, the retailer should resolve it.

If you think your parcel was stolen, contact both the police and the shop. Some retailers may offer a free replacement as a goodwill gesture.

If the seller left your parcel somewhere you didn’t ask for and it went missing, you can still get a refund. However, if you gave instructions to leave it in a safe place (like your porch or with a neighbour)  and they followed your instructions, you might not get your money back.

If your order is damaged or faulty, you can ask for a refund or replacement

If your item arrives damaged or doesn’t work properly, tell the seller as soon as you can.

Even if it was the courier’s fault, it’s the seller’s job to get it to you in good condition.

The Consumer Rights Act 2015 gives you 30 days to return the item and get a full refund if it’s:

• Not good quality (damaged or faulty)
• Not fit for purpose
• Not what you ordered

After 30 days, you still have up to six months to report a fault. The seller can try to repair or replace it first. If they don’t do that, then you can ask for a refund.

Even if you signed for the delivery, you still have the right to complain if you later find the item is faulty.

If you refuse a delivery, will you get a refund?

Yes, you can usually get a refund if you refuse a delivery — but it depends on why you refused it and the retailer’s returns policy.

Here’s how it works in most cases:

• If the item is damaged, faulty or incorrect: You have the right to refuse it and should be entitled to a full refund once it’s returned to the seller.
• If you changed your mind: You might still get a refund under the Consumer Contracts Regulations (UK), which give you 14 days to cancel most online purchases — but you may have to cover return postage unless the seller offers free returns.
• Always contact the retailer: Let them know you’ve refused the delivery so they can track the return and issue your refund more quickly.

You can ask for redelivery if the item is late

If the item is something you still need, you don’t have to cancel straight away. You can ask the seller to try again.

You can ask for a redelivery if the item hasn’t turned up:

• By a date you both agreed on, or
• Within 30 days of when you ordered it

If the second attempt is late too, you can cancel and ask for a refund.

How to ask for compensation for late delivery

To ask for compensation for a late delivery, contact the retailer (not the courier) and explain the issue clearly. Be polite but firm, and include all relevant details.

You can complain by phone or in writing. Citizens Advice has a letter template you can use to make it easier.

You can return items if you change your mind

If you bought something online but decide you don’t want it, you have 14 days to tell the shop you’ve changed your mind. Then you have another 14 days to send it back.

This is thanks to the Consumer Contracts Regulations.

If you bought the item in-store, you can only return it if the shop has a returns policy. This isn’t required by law, but:

• most shops do offer returns, and
• if they have a policy, they must follow it.

Look for the policy on your receipt or check the shop’s website.

Personalised items and perishable goods (like food) are usually not covered by these rules.

If you ordered from outside the UK, the rules may be different

If you bought something from a non-UK retailer, your rights might change depending on the country the shop is based in. Check their returns policy and customer service options before you buy.

Where to get help

If you’re not sure what your rights are, or you’re having trouble getting a refund or replacement, visit Citizens Advice. They can help you understand your options and what to do next.