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Free letter template: my delivery never arrived

The retailer — not the courier — is responsible for getting your order to you. Use this letter to hold the seller to that and demand a refund or replacement.

Who this letter is for

Get a refund when an order was never delivered or was left unsafely. It is written in the formal register companies, landlords and card issuers expect, and it records the facts, the remedy sought and the deadline in a way that supports any later escalation to an ombudsman or the courts.

How to use this template

  1. 1Collect the order number, delivery date promised and any tracking information.
  2. 2Download the template and state that the goods never came into your possession.
  3. 3Remind the retailer that the contract is with them, not the courier.
  4. 4Request a full refund within 14 days, including delivery charges.
  5. 5Escalate to your card issuer for a chargeback if the deadline passes.

What to include before you send it

  • Say clearly that your contract is with the seller, not the courier.
  • Reject 'left in a safe place' as delivery if you did not authorise it.
  • Give a firm 14-day deadline and mention chargeback.

The rights you are relying on

Consumer Contracts Regulations and Consumer Rights Act 2015 (UK), FTC Mail, Internet or Telephone Order Rule (US), and the Australian Consumer Law delivery guarantees.

The letter template

[Your name]
[Your address]
[Email address] · [Phone number]
[Date]

Customer Services
[Retailer name]

Re: Non-delivery of order [ORDER NO] placed on [DATE]

Dear Sir or Madam,

On [DATE] I ordered [ITEM] for [AMOUNT], order number [ORDER NO]. The order was due to arrive on [DATE]. It has not been delivered.

[Your tracking states the parcel was left [LOCATION]. I did not authorise delivery to that location and I have not received the goods.]

My contract is with you as the seller, not with the courier. Goods remain your responsibility until they are physically delivered into my possession. I therefore require, within 14 days:

[ ] A full refund of [AMOUNT] to my original payment method, or
[ ] A replacement delivered by [DATE], signed for by me in person.

Please confirm in writing which you will do. If I have not received the refund or replacement within 14 days I will raise a chargeback with my card issuer and pursue the amount, plus interest and costs, through the small claims process.

Yours faithfully,

[Your name]

Enclosures: order confirmation, tracking screenshots.

Frequently asked questions

Who is responsible if the courier loses my parcel?
The retailer. Your contract is with the seller, so the seller must refund or resend the goods and pursue the courier itself.

Have it drafted around your case

Keep the free template, or for £0.59 our drafting desk prepares it with your names, dates, sums and evidence — with an email version, a follow-up notice and a step-by-step plan.

Commission my letter — £0.59

Or read more about our personalised refund letter.

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Free faulty product refund letter templateDemand a full refund for goods that are faulty, damaged or not as described.Free chargeback request letter templateAsk your bank or card issuer to reverse a card payment.Free airline delay refund & compensation letter templateClaim compensation and a refund after a delayed or cancelled flight.Free final complaint letter template — company not respondingA firm final-notice letter for a company that is ignoring you.

Browse the full library of free refund and cancellation letter templates.