Save the tracking evidence
Keep the tracking page, courier photo, delivery coordinates if shown, delivery time and any courier message.
Explain what you checked
Say whether you checked with neighbours, building reception, safe places or household members. Keep it factual.
Ask the retailer to investigate
State the order number, correct delivery address, what tracking shows and the outcome you want if the parcel cannot be located.
Keep a card-provider backup file
If the retailer refuses to resolve it, organise the same evidence before asking your card provider what routes may apply.
Copy-paste starting wording
I am writing about order/reference [REFERENCE]. I paid [AMOUNT] on [DATE]. The issue is: [SHORT FACTUAL SUMMARY]. I have attached the evidence I hold, including [EVIDENCE LIST]. Please confirm by [DATE] how this will be resolved.
Only use wording that is true for your situation. Refund Kit helps turn your own facts into a fuller complaint pack with documents, PDFs, checklists and a tracker.
Common questions
What if tracking says delivered but I did not get it?
Collect tracking, address and contact evidence, then ask the retailer to investigate and resolve the missing delivery.
Should I contact the courier or retailer?
You can keep records of both, but Refund Kit helps prepare a retailer-focused complaint pack.
Can Refund Kit guarantee a refund?
No. It helps prepare documents and evidence only.
Related Refund Kit guides
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