Guide · Non-delivery

Paid, promised,
never delivered.

If a courier lost it, the shop still owes you: in law the goods are the seller's responsibility until they reach you. "Take it up with the courier" is not a thing you have to accept, ever.

1.The risk is theirs until delivery

The Act settles the who-carries-the-risk question in one line:

Consumer Rights Act 2015 · s.29 · Passing of risk
"The goods remain at the trader's risk until they come into the physical possession of— (a)the consumer, or (b)a person identified by the consumer to take possession of the goods."
In plain English: The seller is responsible for the goods until you or someone you nominate physically receives them. If you choose your own delivery company, the risk transfers to you once the goods are given to that company.
§ Read the full text on legislation.gov.uk →

2.Late is also a breach

Unless you agreed otherwise, delivery must happen without undue delay and within 30 days. Miss an agreed essential date (a wedding dress, a birthday) and you can treat the contract as ended and demand a full refund:

Consumer Rights Act 2015 · s.28 · Delivery of goods
"in any event, not more than 30 days after the day on which the contract is entered into. (4)In this section— (a)an “agreed” time or period means a time or period agreed by the trader and the consumer for delivery of the goods;"…
In plain English: Traders must deliver goods to you without unreasonable delay, and no later than 30 days after you order them, unless you agree otherwise. If they fail to deliver on time, you can cancel the order and get a full refund.
§ Read the full text on legislation.gov.uk →

3.What to do

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This guide covers England and Wales; Scottish and Northern Irish rules can differ. This is guidance to help you understand your rights, not formal legal advice, and we're entirely independent: no affiliation with Citizens Advice, GOV.UK or any law firm. Every quotation above links to the official text so you can check us. Law verified current at July 2026.