Check the delivery evidence
Save the tracking page, delivery photo if any, address shown, courier messages and any proof the parcel was not received by you.
Ask the retailer to resolve it
Explain that the order has not arrived, provide the order number, and ask for a refund or replacement within a clear timeframe.
If the retailer refuses
If you paid by card, prepare the same timeline and evidence before asking your card provider whether chargeback or Section 75 may apply.
Keep the story simple
The strongest message is usually a date-ordered timeline: ordered, expected, tracking result, complaint, retailer response, requested outcome.
Related Refund Kit guides
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