Delivery Consumer Rights|Late or Missed Parcels

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How can you complain about your late or missed delivery?

If your parcel is late, the first thing you need to do is to go to the shop’s website and reach out to their customer service. 

You can try calling or emailing the delivery courier. If you are unsuccessful via phoning them, you can also reach them on their social media channels. 

You can also check where your parcel is by the tracking number that you usually receive with your order confirmation email. 

If you have missed your delivery,you will have to reschedule a new delivery with the delivery courier, this can normally be done on online on their website. 

if you can not make a reschedule delivery the company will let you know where to collect it. 

Royal Mail, the most popular delivery service in the UK, has a pretty simple system to make sure you can rearrange your delivery or collect it.

What are your delivery consumer rights

If you don’t receive it by the date agreed, you are entitled to a refund. 

If you hadn’t agreed on a specific date when you placed your order, you will have fewer rights. 

By law, from the order date, the company has 30 days to deliver your order. Therefore, you need to wait for these 30 days.

Compensation for late or missed delivery 

Depending on your case, you might be entitled to receive compensation for late or missed delivery:

  • Direct loss: if the retailer do not deliver your order after 30 days after you purchase the item, this is considered a direct loss, as you don’t have the product, and you are entitled to compensation. 
  • Extra time off: if you have to take extra time off work to receive a delivery that did not arrive at the date arranged you maybe entitled to compensation. 
  • Consequential loss: if the late or missed delivery has caused you to spend money, these are considered consequential losses, and you are entitled to compensation.

Facts you may find helpful about online order deliveries 

  1. You can cancel any online order no matter the reason up to 14 days after the purchase date. (Unless this has been Delivered or This is Items which have been consumed
  2. Every online order has 30 days to be delivered at the address agreed. 
  3. When you place an order with a company, they are responsible for handling the delivery, no matter if they have a third party involved, so they should resolve any problems.
  4. You have the right to complain if your order is late, missing, or has failed to turned up.
  5. You can claim back if you paid for special delivery and haven’t received the parcel on the agreed date, but you only receive the difference between what you paid and the cheapest delivery fee.
  6. If you have give specific delivery instructions and your delivery is missing, you have less right to complain, as your delivery will be considered delivered. 
  7. If your parcel is damaged you do have the right to get a refund or a replacement

Missed delivery Queries 

What happens if I am not home for the delivery?

If you are not home for a delivery, the courier will try to reach you to rearrange a new attempt. The courier will also leave a note by your door or in your letterbox with the following instructions who to rearrange the delivery of your parcel. 

What happens if I am not home for a second delivery attempt? 

If you have booked another delivery attempt and failed to be there, you may not be able to reschedule a delivery and may need to collect it either from your local depot or from Local Delivery shop.

What happens if I don’t collect my parcel? 

If you do not collect your parcel after a certain amount of time the item will be sent back to the sender. You may need to pay the delivery fee again to be redelivered.

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