My parcel delivery is missing – what are my rights?

“This is only available if you paid for a service that wasn’t provided or the company you purchased from went bust and didn’t deliver your parcel,” Ms Kasmi added. Most card providers only give you 120 days in which to claim and they are not legally obliged to give you your money back. 

If you made the purchase using a credit card and it cost between £100 and £30,000 you may be able to get a refund under the rules of the Section 75 consumer protection law. 

If you are sending the item 

Senders should try to recover any losses from the delivery company. If you’ve dispatched a parcel that is late or lost, you will usually be entitled to compensation under CRA, covering at least the cost of the delivery. 

“Contact the delivery company to claim this, and consider whether you’ve paid for insurance or if additional cover was included, such as recorded delivery. If so, there will be a specific claim process that you need to follow,” Ms Kasmi said. 

Should the company refuse to refund you, you could try claiming via the chargeback scheme, as outlined above. If all else fails and the delivery company is regulated, try contacting the independent postal redress scheme (POSTRS). 

If you were the victim of a scam 

Some people have found that, when they try to contact a company about a missing delivery, the firm does not respond or has mysteriously disappeared.  In this case you’ve most likely been the victim of a scam.

First contact your bank and the police so they can investigate. Your bank may be able to refund you if it considers you took all possible measures to check the seller was genuine. This is thanks to a new contingent reimbursement model on fraud refunds introduced in May 2019. 

Failing this, you could try claiming the money back via chargeback or Section 75.