Who it's for
- Online shoppers whose parcel is missing or marked delivered but not received
- Customers told to 'contact the courier'
- Not for couriers you booked yourself — then your contract is with the courier
What's included
- About this template — who you contract with, when risk passes and safe-place deliveries
- Who is responsible table for six situations
- Missing delivery complaint letter: tracking details, the retailer's legal responsibility, what you require (redelivery, replacement or refund) and next steps
Save with a bundle: get this plus 9 more documents in the Debt and Consumer Bundle for £39.99.
See what's in the bundle →Key points covered
- Goods remain at the retailer's risk until they are delivered to you or someone you authorised
- A safe place or neighbour you did not authorise does not count as delivery to you
- The courier is the retailer's contractor — the retailer must sort it out
- Ask for redelivery, a replacement or a refund within 14 days
- Credit card purchases of £100 to £30,000 may be claimed under Section 75
DocPilot templates are drafted from current legislation and official guidance (GOV.UK, legislation.gov.uk and the relevant regulators), checked against those sources and fully re-reviewed every six months. They are not legal advice. How we make our documents →
Read the guide
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Questions
The retailer says to contact the courier. Do I have to?
No. Your contract is with the retailer, and the goods are at its risk until delivered to you.
It says 'delivered' but I have nothing. What now?
Send this letter to the retailer. Tracking alone does not prove delivery to you or someone you authorised.
What if I booked the courier myself?
Then your contract is with the courier, and you claim from them directly.
Is it in the Debt and Consumer Bundle?
Yes. The Missing Delivery Complaint Letter is one of the 10 documents in the bundle.
Missing Delivery Complaint Letter
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