What to do if a Christmas parcel doesn’t show up – plus tips for smooth festive deliveries

With Black Friday deals landing thick and fast, delivery drivers across the country are moving up a gear.

If you’re buying presents online, it’s natural to worry that something might go missing or arrive late. And you’re right to worry, as last Christmas, a quarter of people who placed an order online had a least one problem, according to a survey by Which?

Remember, under the Consumer Rights Act, the retailer, not the courier, is responsible for making sure your order arrives on time and in good condition. If it’s late, damaged, or doesn’t arrive at all, you may be entitled to a refund or replacement.

Here’s what to do if you’re stuck waiting for a parcel that seems to have vanished. 

The seller says your parcel was delivered - but it wasn’t

Check around your property

Look in outbuildings, sheds, porches and safe places. Also check with neighbours in case the parcel was left with them.

Ask the seller for proof

Contact the retailer and request the tracking number and any proof of delivery, such as a photo or signature.

Raise a dispute with the retailer

If you’re not satisfied, escalate the issue through the retailer’s official complaints or dispute process.

Use your bank’s chargeback process

If you paid by credit or debit card and the seller won’t resolve the issue, you may be able to initiate a chargeback to recover your money.

Get further help

If the issue still isn’t resolved, contact Citizens Advice for guidance on your next steps.

If your parcel is delayed

Contact the retailer, not the courier 

Only the retailer is legally responsible for ensuring your order arrives on time.

Ask for a refund if the delivery promise is broken

If the parcel doesn’t turn up by the date you were promised, you can request a refund.

Keep evidence of delivery promises

When ordering, take a screenshot of any stated delivery date or time window, it makes disputes much easier.

If your parcel arrives damaged

Contact the retailer straight away

The seller must ensure your item arrives in the condition described.

Take clear photos

Photograph the damage from multiple angles as soon as you open the parcel.

Request a refund or replacement

The retailer should offer either, you don’t have to accept a repair unless you want one.

Tips for a more seamless Christmas delivery

• Screenshot everything: delivery dates, order confirmations and tracking numbers.
• Photograph damage immediately from all angles and keep the packaging.
• Choose tracked delivery for valuable items to ensure proof of dispatch and delivery.
• Avoid ‘safe place’ delivery if possible, as items left unattended can complicate claims.
• Be cautious about neighbour deliveries, as disputes are harder to resolve later.
• Complain to the retailer, not the courier, it’s the retailer’s job to fix delivery problems.
• Keep all communication in writing, so you have a clear record.
• Order early to reduce the chance of delays during peak periods.
• Check retailer reviews before purchasing, especially for Christmas gifts.