Citizens Advice East Herts explains where you stand with missing parcels

A package is left on a doorstep and is “hidden” under the doormat CREDIT: Merril Buckhorn

Submitted by Citizens Advice East Herts

Ever had a parcel go missing? Will no-one take responsability? Here’s Sarah Jones from Citizens Advice East Herts to cleare up some of those lingering questions with her January column – what to do if a parcel goes missing and who is responsible?

Whilst many people are anxious about going out into shops at the moment, they are also concerned about the increase in parcels going missing when they shop online.

With online shopping, it’s not always clear who to contact if things go wrong. It’s the seller’s responsibility to make sure the item is delivered, and the buyer should chase the courier to find out what happened to the order if there’s a problem.

Tips to follow if a parcel hasn’t arrived

• The delivery address given to the seller should be checked to make sure it is correct.
• The seller should be contacted to find out where the order is.
• If the seller claims they’ve delivered it, a redelivery can be requested. It may be possible to get a refund, e.g., where the delivery time was essential, and the seller was told ahead of time.
• Legally, the seller can be asked to deliver the item again if it wasn’t delivered either by an agreed date, or within a reasonable time – usually within 30 days.
• If the new delivery fails to come within a reasonable time, a refund can be requested.

If a parcel is left somewhere?

• If Royal Mail left the package with a neighbour or in a certain place because they were told, it’s not the seller or Royal Mail’s responsibility if it gets lost.
• However, if the seller leaves it somewhere they weren’t instructed to, it’s their
  responsibility if it gets lost. The seller should be asked for a redelivery or a refund.
• If the item was delivered by a courier, the terms and conditions might include other places for delivery, e.g., porch or a neighbour’s house. If these were agreed to them, it’s not the seller’s or courier’s responsibility if the order has gone missing. However, if the buyer did not agree to this, then it’s the seller’s responsibility if the order goes missing.

For further information or help contact the Citizens Advice consumer helpline on: 0808 223 1133 for help or for more information, visit: www.citizensadvice.org.uk/consumer/.