Who this is for: Residents buying goods from a business for delivery in England.
Check the delivery details, then contact the seller. A delivery notification alone does not explain whether the parcel reached the agreed location.
What do I need to do?
- Check the address on the order, tracking information, and any delivery photograph. Look at the safe-place or neighbour permissions you gave.
- If useful, ask neighbours privately whether they accepted it. Avoid posting an unredacted label or another person’s address in the group.
- Tell the seller that you have not received the order. If the seller arranged the courier, it is generally the seller’s responsibility to resolve delivery. What happens next depends partly on whether delivery was made to a place or person you authorised. Ask for redelivery and explain any essential delivery deadline. Refund entitlement depends on the circumstances. Citizens Advice: orders that have not arrived.
What information will I need?
Keep your order confirmation, tracking record, delivery instructions, and correspondence. Describe what is wrong with the delivery evidence without accusing a named neighbour of taking it.
You could write:
My order is marked delivered, but I have not received it. Please check where it was delivered against my delivery instructions and explain how you will resolve this. I can provide the order and tracking references privately.
If there is a problem
Follow the seller’s complaints process. The Citizens Advice guide explains redelivery and cancellation options and how to get more help. Private sales need different advice. If there is evidence of theft, report it through the police’s non-emergency route; use 999 for an emergency. Police reporting.
Estate details still to confirm: whether any approved delivery instructions or secure collection arrangement exist. An estate parcel service has not been confirmed.