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Purchases · the UK
Checked 2026-09-30

📭 My parcel arrived damaged: what can I ask for in the UK?

Short answer

Goods travel at the shop’s risk until they are in your hands. If they arrive damaged, the shop must send undamaged goods — or you withdraw within 14 days and get your money back. Your claim is against the shop, not the carrier.

⏱ DeadlineTell the shop as soon as you see the damage. Withdrawal: 14 days from receipt.

📜 Your rights

The rules in the UK

Goods remain at the trader's risk until they come into your physical possession (or that of someone you named). If they are lost or damaged in transit, your claim is against the trader, not the courier. Exception: a carrier you chose yourself and the trader did not offer.

Law: s. 29 Consumer Rights Act 2015
Official source: legislation.gov.uk · Checked 2026-09-30

🪜 Step by step

  1. Take photosOf the box, the label and the damage, before you unpack further. Keep the packaging.
  2. Note it with the courier if you canIf the courier is still there, have the damage noted. Not required for your rights against the shop, but helpful.
  3. Write to the shopUse the letter below: ask for a replacement, or withdraw and ask for your money back.
  4. Don’t accept “ask the carrier”The shop chose the carrier; its contract with the carrier is its business.
  5. EscalateThe bodies under “If the trader does not answer”.

✉️ Your letter

Information, not legal advice. FFCheck is independent and not affiliated with any authority, court or company. The letter is a template filled with your details: you check it and send it yourself.

Fill in your details. The letter appears on this page: copy it into an e-mail or the trader’s contact form, or print it. Nothing you type is stored.

Name of the shop or company
e.g. “1 pair of running shoes, size 42”
Short and factual, e.g. “the screen stays black after charging”.
required
Your full name
Optional, but a letter by post needs it.

🧭 If the trader does not answer

Give the trader the time in your letter. Then, in this order:

An out-of-court dispute body (ADR) can settle it. The trader has to tell you which ADR body covers it (on its website, terms or in its reply).

Chartered Trading Standards Institute (CTSI) – ADR Approved BodiesOfficial list of accredited consumer ADR bodies by sector; CTSI is the competent authority.🔗 tradingstandards.uk
Citizens Advice consumer helplineFree consumer advice (England and Wales); can refer complaints to Trading Standards.📞 0808 223 1133 🔗 citizensadvice.org.uk
Make a court claim for money (county court)Online or postal money claim in England and Wales; small claims track up to £10,000.🔗 gov.uk

📇 Every office for this in the UK →

❓ Frequently asked questions

I signed for the parcel. Did I lose my rights?

No. Signing for a parcel does not mean you accepted damaged contents.

Must I send the damaged goods back at my cost?

No. Bringing the goods into conformity is free of charge; for a withdrawal, a shop that delivered damaged goods cannot charge you for their damage.

Something is missing from the parcel. Is that the same?

Yes: the shop has not delivered what you bought. Write to the shop straight away with photos of the contents and the packaging.

📎 Sources

Checked: 2026-09-30

🔎 What people search

  • “parcel arrived damaged the UK”
  • “item broken in delivery refund”
  • “damaged in transit who is liable”
  • “shop says contact courier”
  • “broken delivery replacement letter”

🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

🔗 Related

📦Order not delivered→↩️Return an online order→🛠️Faulty goods→💶Refund not received→📇Every office for this in the UK→

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