Few things in life are more frustrating than waiting for a delivery only for it to arrive damaged, or not arrive at all.
If that’s happened to you, the good news is this, in most cases, it isn’t your problem to fix.
You usually have clear rights and there are straightforward steps you can take to sort things out without endless back and forth.
This guide walks you through what to do when a delivery is lost or damaged, who is responsible and how to get a refund or replacement with as little stress as possible.
First things first: Check what happened
Before contacting anyone, take a moment to confirm the situation.
If the item has arrived:
- Inspect it carefully
- Check both the item and the packaging
- Keep the box and any internal padding
- Take clear photos of any damage
If the item hasn’t arrived:
- Check the delivery status and tracking
- Look for delivery photos or “left in a safe place” notes
- Ask neighbours if anything was handed to them
Having this information ready makes the next steps much easier.
Who is responsible for lost or damaged deliveries?
In most cases, the retailer is responsible, not the delivery company.
Your contract is with the seller you bought the item from. Until the goods are safely delivered in good condition, responsibility usually stays with them.
This means:
- You should contact the retailer, not the courier
- The retailer should investigate with the delivery company
- You shouldn’t be asked to chase the courier yourself
Understanding this early helps avoid being passed around unnecessarily.
Under the Consumer Rights Act 2015, the seller must ensure the goods reach you in satisfactory condition.
Even if you accepted a damaged parcel, the retailer still has to make it right.
If a delivery arrives damaged
If you notice damage when the parcel arrives:
- Take photos straight away
- Note the damage with the driver if possible
- Avoid using the item if it’s clearly faulty or broken
If refusing delivery isn’t an option, accepting it doesn’t usually remove your rights. What matters is reporting the issue promptly.
If you discover damage after opening the parcel
Sometimes damage isn’t obvious until the item is unpacked.
If that happens:
- Photograph the item and the packaging
- Report the issue as soon as you notice it
- Keep all packaging until the issue is resolved
Retailers may ask for evidence, but discovering damage after opening doesn’t automatically mean you’re at fault.
If a delivery is marked as delivered but you haven’t received it
This is a common situation and understandably stressful.
If tracking shows the item as delivered:
- Check delivery photos if available
- Look around your property and any safe places
- Ask neighbours if they accepted it
If the item still can’t be found, contact the retailer and explain the situation.
In many cases, they’ll need to investigate or offer a replacement or refund.
How to report a lost or damaged delivery to the retailer
When contacting the retailer:
- Explain clearly what has happened
- Provide photos or screenshots if you have them
- Include your order number and delivery details
- State whether you want a replacement or refund
You don’t need to quote laws or argue your case aggressively. Clear, factual communication usually works best.
What the retailer should offer you
Depending on the situation, the retailer should usually offer:
- A replacement item
- A refund
- A repair, if appropriate
For lost deliveries, a refund or replacement is typical. For damaged items, the retailer may ask for the item to be returned, often at their cost.
Timeframes should be reasonable and you shouldn’t be left waiting indefinitely.
What to do if the retailer pushes back
Occasionally, a retailer may say:
- The courier marked it as delivered
- The damage isn’t their responsibility
- You should contact the delivery company yourself
If this happens, calmly restate that your contract is with the retailer and ask them to resolve it.
If needed, follow up in writing and keep records of all communication.
Escalating to a formal complaint or payment provider is an option if progress stalls, but many issues resolve before it gets that far.
Special situations to be aware of
A few cases can cause confusion:
- Safe place deliveries: Responsibility usually still sits with the retailer if the item goes missing
- Gifts: The buyer usually needs to raise the issue, even if the item was sent elsewhere
- Marketplaces: Responsibility may depend on whether the seller or the platform handled fulfilment
Checking who sold and fulfilled the order helps clarify next steps.
Final thoughts
Lost or damaged deliveries are inconvenient, but they’re usually fixable.
By documenting the issue, contacting the retailer clearly, and understanding where responsibility sits, you can resolve most problems without unnecessary stress.
You’re not asking for a favour. You’re asking for the item you paid for, delivered as it should be.
Damaged delivery FAQs
1. What are my rights if a delivery arrives damaged?
Under the Consumer Rights Act 2015, the retailer must ensure goods arrive in a satisfactory condition. If damaged, you’re entitled to a full refund, repair, or replacement.
2. Can I still return something if I signed for it?
Yes. Signing for delivery doesn’t waive your rights. If you find damage later, report it quickly with photos. The seller is still responsible.
3. Who do I contact if a Royal Mail delivery is damaged?
You should contact the retailer first. They may ask you to fill in a Royal Mail P58 form, but legally the claim is theirs to pursue, not yours.
4. What if the courier photo shows delivery but I didn’t receive it?
A photo isn’t conclusive proof. Inform the retailer. They must prove safe delivery took place, and if they can’t, they must refund or replace.
5. How quickly should I report a damaged parcel?
Report it immediately, ideally within 24–48 hours. While your rights don’t expire that fast, reporting quickly avoids disputes and strengthens your case.
