TL;DR: Too long, Didn’t read
The Golden Rule: The retailer is responsible for the parcel until it is physically in your hands. It is not your job to chase the courier.
“Delivered” but missing? If the courier left it on a doorstep and it was stolen, the retailer is liable—unless you specifically told them to leave it there.
Refunds: If they cannot prove you received it, they must issue a full refund or replacement.
The Courier: You have no contract with Evri/DPD/Royal Mail. The shop hired them. The shop must fix it.
You order a new phone. You wait in all day. Then you get the notification: “Your parcel has been delivered.” But you open the door, and there is nothing there. Or maybe just a blurry photo of your front path.
You call the courier, and they say, “Contact the sender.” You call the shop, and they say, “Contact the courier.” Who is actually responsible?
The Law: It is the Shop’s Problem.
Under the Consumer Rights Act 2015, the retailer is responsible for the goods until they are in your physical possession (or in the possession of someone you nominated, like a neighbour).
A Quick Story: Meet Liam
Liam orders a laptop from a big tech site.
The courier leaves it on his doorstep in the rain while he is at work.
When Liam gets home, the box is gone (stolen).
The tech shop says: “We delivered it. Look, here is the photo of it on your porch. Not our fault.”
The Verdict: The shop is wrong. Liam did not receive the item. Leaving it on a porch is not “physical possession.” The shop must refund Liam £800 or send a new laptop. The shop then has to claim the money back from the courier—that is their business problem, not Liam’s.
The “Safe Place” Trap
This is the only time you might lose your rights. Did you give specific instructions?
Scenario A: You ticked a box saying “Leave in Blue Bin” or “Leave on Porch.”
Result: If they followed your instruction and it gets stolen, you are liable. You told them it was safe.
Scenario B: You gave no instructions, and they decided to leave it behind a bin.
Result: The retailer is liable. They took the risk, so they pay the price.
“Delivered to Neighbour”
If you said: “Leave with Number 42” -> Delivered. You are responsible once Number 42 has it.
If they chose: To leave it with Number 42 without asking you -> Not Delivered. If Number 42 loses it or denies having it, the retailer is still liable.
Your 3-Step Action Plan
Stop wasting hours on hold with the delivery company. Go straight to the source.
Step 1: Contact the Retailer (Not the Courier)
Send an email or use their chat. Do not let them palm you off.
“I have not received my order #[Number]. My contract is with you, not the courier. Under the Consumer Rights Act 2015, you are responsible for the goods until they are in my possession. Please locate the parcel or issue a refund.”
Step 2: Dispute “Evidence”
If they send a blurry photo of a door that isn’t yours, or a signature that is clearly a squiggle:
“That is not my door/signature. I did not receive these goods. Please provide valid proof of delivery to me personally, or process the refund.”
Step 3: Chargeback
If the retailer ignores you or refuses to refund a missing item:
Call your bank.
Raise a Chargeback (Debit Card) or Section 75 Claim (Credit Card).
Reason: “Non-receipt of goods.” The bank will usually take the money back from the retailer for you.
Summary: Don’t Be the Middleman
You paid for a product delivered to you. Until you are holding it, the transaction isn’t finished.
Don’t chase the courier.
Don’t accept “investigations” that take 4 weeks.
Do demand a replacement or refund immediately.
(Sources: Citizens Advice – Parcel missing, Consumer Rights Act 2015 – Delivery)
This guide is for information purposes only and is not legal advice. Always consult a professional for complex disputes.