Day 12. The tracking page has said "out for delivery" since Tuesday.

The Citizens Advice page on undelivered orders (England) is dated 22 November 2018, so check it against GOV.UK or the Consumer Rights Act text before relying on a detail.

Who is responsible

For items bought from a business, the seller must make sure the item reaches you. If it used a courier, the seller should chase the courier, not you. If the parcel was left somewhere: for Royal Mail the seller is responsible only if it was left somewhere you did not ask for; for a courier, you are bound by any alternative places you agreed to in its terms.

The 30-day rule

You can ask for redelivery if the item does not arrive by the agreed date or within a reasonable time, usually 30 days. If it does not arrive within 30 days of buying, you can cancel and ask for your money back.

Essential dates

A date is "essential" if you told the seller you needed it by then, or it is obvious from the circumstances. The page's example is a wedding cake. Write to the seller saying the item was not delivered and set a deadline. The page suggests: "Time is essential. Please deliver the item without undue delay."

When you can ask for a full refund

  • An essential date was missed.
  • A non-essential agreed date was missed and so was a second agreed date.
  • No date was agreed and a second delivery attempt failed.

Say how you want to be paid.

Two cautions

Texts or emails asking you to pay to receive or reschedule a parcel are usually scams: do not click. Overseas sellers: you may need to pay VAT, customs duty or delivery fees first.

Last checked: 21 October 2026. General information, not legal, medical or financial advice. Sources: Citizens Advice, If something you ordered hasn't been delivered (page reviewed 22 November 2018; accessed 16 October 2026).