← FFCheckWho do I contact?EN
Shopping · the UK
Updated September 2026

🚚 My parcel never arrived — who do I complain to?

Direct answer

The seller is responsible until the parcel is in your hands — not the courier, whatever the tracking says. Write to the seller: a new delivery or a refund. If the seller refuses, Citizens Advice consumer helpline (0808 223 1133) advises on your consumer rights in the UK; for a seller in another EU country, UK European Consumer Centre (ukecc.net). Complaints about the courier itself (lost, damaged, thrown in the garden) go to POSTRS — Postal Redress Service, the postal regulator, after the courier's own complaint procedure.

Call firstCitizens Advice consumer helpline
Report toUK European Consumer Centre
If that failsPOSTRS — Postal Redress Service

🗣️ What to say

"Order [number] of [date], tracking [number], shows delivered on [date] but I have not received it / it is [damaged]. As the seller you are responsible for delivery. I ask for redelivery or a refund of €… within 14 days."

🪜 Step by step

  1. Check the obviousNeighbours, mailbox, pick-up point, the photo the courier took. Then act within days — claims have deadlines.
  2. Write to the sellerNot the courier. Order number, tracking, what happened, redelivery or refund, 14 days.
  3. Paid by card or PayPal?Open a dispute — "item not received" is covered and the money is refunded while the seller argues with the courier.
  4. Seller refuses: Citizens Advice consumer helplineThe consumer body confirms the rule and can mediate; cross-border: UK European Consumer Centre.
  5. Courier behaviour: POSTRS — Postal Redress ServiceRepeated non-delivery, fake "not at home" notes, damaged parcels — that is for the postal regulator, after the courier's complaint desk.

📇 All contacts

Citizens Advice consumer helplineAdvice: the seller is responsible until deliveryWhen the shop points you to the courier📞 0808 223 1133🔗 www.citizensadvice.org.uk/consumer
UK European Consumer CentreSellers in the EU, Norway and IcelandOrder from a shop outside the UK🔗 www.ukecc.net
POSTRS — Postal Redress ServiceIndependent dispute scheme for Royal Mail and member couriersAfter the courier's own complaint process🔗 www.postrs.org.uk

❓ Frequently asked

The tracking says "delivered"

That is not proof you received it. The seller must show delivery to you or a person you authorised. Ask for the delivery photo and signature.

I sent a parcel and it got lost

Then you are the customer of the courier: file a claim with them within their deadline (often 7–30 days); compensation depends on the service and declared value.

The seller is a private person

Consumer rules do not apply. If you paid through the platform, use its buyer protection; otherwise it is a civil claim — and possibly a scam, see the scam page.

📎 Sources

Last checked: 2026-09-26

🔎 Common searches

Recognise your own search? The answer above covers all of these.

  • “parcel not delivered who is responsible the UK”
  • “complaint courier the UK”
  • “package says delivered but not received”
  • “webshop not sending order”
  • “postal regulator complaint”

🧭 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 questions

✉️Write my letter: Order not delivered · Complaints→📦Faulty goods, no refund→💳Scammed online→📬Wrongly delivered mail→📶Phone or internet contract→

Your tools for the UK

Before it goes wrongCan I?What is allowed, what is not, which permit you need — with the official source.Energy · the UKElectricity & gasThe rules that protect you as an electricity and gas customer in the UK, and who to contact. Every fact is checked on an official source.Recognise it firstIs dit veilig?Check a phone number, website or message against 47,000 scam dossiers.