If something you ordered hasn't arrived

Summary

What you can do depends on whether your item was delivered by Royal Mail or a courier. If Royal Mail left something with a neighbour or in a certain place because you told them to, it’s not the seller or Royal Mail’s responsibility if it gets lost. If Royal Mail left something with a neighbour or in a certain place and you didn’t tell them to, it’s the seller’s responsibility if it gets lost. You should contact the seller to ask for a redelivery or a refund - you can phone, email or write a letter. You can choose not to have future deliveries left with a neighbour by completing a form on the Royal Mail website. Check your terms and conditions or account details - they might include other places for delivery, like your porch or a neighbour’s house. If you agreed to them, it’s not the seller’s responsibility if your order has gone missing. If your item wasn't delivered to the location you agreed, it's the seller's legal responsibility to sort out the issue. You can ask them to redeliver your item. You can ask for a full refund if: * a delivery date was essential and wasn’t met * a delivery date was agreed but wasn't essential, and a second date also wasn’t met * no delivery date was.

Key information

• •a delivery date was essential and wasn’t met
• •a delivery date was agreed but wasn't essential, and a second date also wasn’t met
• •no delivery date was agreed and a second chance to deliver was not successful
• •within a reasonable time - usually within 30 days
• •within 30 days of buying it
• •on the date you agreed with the seller - if it was essential to receive it by then (for example, for an event)
• •on the date of the second chance delivery you agreed with the seller
• •told the seller the delivery date was essential and they didn’t meet it
• •agreed with the seller a delivery date which wasn't essential, and a second delivery date also wasn’t met
• •didn’t agree a delivery date with the seller and a second chance to deliver wasn’t successful
• •What you can do depends on whether your item was delivered by Royal Mail or a courier.
• •If Royal Mail left something with a neighbour or in a certain place because you told them to, it’s not the seller or Royal Mail’s responsibility if it gets lost.

Practical guidance

• •Source: [If something you ordered hasn't arrived](https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/if-something-you-ordered-hasnt-been-delivered/)

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