Money

A lost or late parcel: the seller is responsible, not you

Ordered online and the parcel is lost in transit or didn't arrive on time? By law you deal with the seller — and it is the seller who is responsible for the loss.

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A parcel at a front door — Until the parcel is in your hands, the seller is responsible for it. Photo: ONLYWAY NEWS

A common mistake is to think the courier is responsible for a lost parcel and to chase them. By law your contract is with the seller, and it is the seller who answers to you.

Lost or damaged in transit

Under the Consumer Rights Act 2015 (section 29), goods stay «at the trader's risk» until they come into your physical possession (or that of someone you named). So if a parcel is lost or damaged before delivery, the seller is responsible: they must resend the goods or refund you. Important exception: if you arranged your own courier (not one the seller offered), the risk passes to you from handover.

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If delivery is late

Under section 28, the trader must deliver without undue delay and in any case within 30 days, unless otherwise agreed. If they miss it, you can set a reasonable new deadline; and if timely delivery was essential or the trader refuses, you can cancel and get a full refund.

In practice: write to the seller, not the courier. «Take it up with the delivery company» is not an answer: by law you are owed redelivery or your money back.

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Published 25 October 2026, 16:52 2 min read Editorial desk of the British newspaper ONLYWAY NEWS - LONDON - UK

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