ParcelClaim

If you bought something online, the retailer or seller usually arranged the delivery. That means your first refund request should normally go to the retailer/seller, not the courier. The retailer can then deal with the courier separately.

Choose “Marked delivered but not received” in the form. Add any useful details, such as no safe place agreed, no delivery photo, a photo/GPS location that does not match your address, no calling card, or CCTV showing no delivery.

That can weaken your refund request, but it does not always end it. Explain exactly what safe place you agreed, where the parcel was left, and why you still dispute the delivery.

Yes. Useful evidence may include order confirmation, tracking screenshots, photos, proof of posting, proof of value, delivery photos, and messages with the retailer or courier.

Ask for written reasons. Depending on the situation, you may then send a follow-up, raise a chargeback or Section 75 request where applicable, use the retailer/courier complaints process, or consider a small claim.

No. ParcelClaim provides self-help template letters and document generation. It is not a law firm and does not provide legal advice.

ParcelClaim is a self-help tool and guide hub that helps UK consumers structure parcel refund complaints. It is not a law firm and does not provide legal advice.

ParcelClaim uses a one-time £2.99 payment for an instant document. There is no subscription.

No. ParcelClaim helps you structure a clearer complaint, but outcomes depend on your evidence, retailer, courier and payment route.

If you bought from a retailer and the retailer arranged delivery, contact the retailer first. If you bought courier postage yourself, the courier claim route may be relevant.