With Christmas around the corner, presents might already be on your mind, especially if you’re planning to make use of the Black Friday sales to bag a bargain.
But even if you plan to get ahead, there’s no guarantee that your delivery will arrive on time.
Every year, there are horror stories of parcels being thrown in bins, through windows or arriving after Christmas Day.
A quarter of those who placed an online order in the 2024 festive season had at least one problem, according to a survey by Which? shared with This Is Money.
Whether it’s late deliveries or damaged and missing presents, shoppers have the right to claim a refund in most cases.
We explain your rights… and why you should never allow a delivery to be left with a neighbour.
Delivery fail: A quarter of online shoppers reported an issue with their parcel last year
Can you get compensation if a present is late?
Late deliveries are the most frequent problem, with one in five shoppers reporting parcels arriving later than expected last Christmas.
Delayed parcels are not a new phenomenon, but their impact is felt more acutely during the festive season.
A driver [threw] a parcel over a 7 foot high gate and it landed on a concrete paving slab. It was a set of six champagne flutes
Even if you order gifts with plenty of time, there’s no guarantee they’ll arrive before the big day.
One shopper told Which? they had ordered a present in November that turned up on Christmas Eve, while another spent £11.99 for next-day delivery, only for it to arrive two days later.
If you paid extra for delivery and the parcel arrived later than expected, you can claim back the extra cost.
If you’re planning on sending Christmas cards, you should also send them early. In October, Royal Mail was fined £21million for missing its delivery targets for First Class and Second Class post.
This year, the last Christmas posting dates are 17 December for second class post and 20 December for first class.
DON’T leave your parcel with a neighbour
Another common complaint from online shoppers is the damage or theft of parcels after being left in an inappropriate location.
Over £666million worth of deliveries were stolen from doorsteps in the first six months of the year, according to parcel locker company Quadient.
One frustrated shopper told Which? Their parcel had been stolen from their doorstep: ‘I eventually got a refund, but the item I’d bought was no longer in stock, so I had to get my daughter another present.’
Another said: ‘A driver [threw] a parcel over a 7 foot high gate and it landed on a concrete paving slab. It was a set of six champagne flutes’.
Others have found their parcels left in bins or thrown through kitchen windows. One said a driver put a parcel through their bathroom window and found it in their sink, and one particularly careless driver left a parcel in a bucket full of water.
Even shoppers who gave consent for parcels to be left in a ‘safe space’ or with a neighbour found the instructions weren’t followed.
‘I asked [the courier] to leave [the parcel] with a certain neighbour and they delivered it to a neighbour that I’ve asked them to avoid,’ said one participant.
Shoppers report couriers throwing fragile parcels into bins or over fences
‘It wasn’t left in the safe space I nominated,’ said another. ‘I found it in the back garden, damaged. They must have thrown it over.’
You might be able to claim a refund from a retailer if your parcel arrives damaged, but if you give your consent to be left somewhere else, you will struggle.
Under the Consumer Rights Act, if you specify a safe space or give consent for your delivery to be left with a neighbour, and the parcel then disappears, you don’t have a right to a refund.
How to get a refund if a delivery goes wrong
As with any other service, you are entitled to a refund if your parcel arrives late or damaged. The retailer is responsible for delivering your order safely under the Consumer Rights Act, not the courier.
Four in 10 shoppers surveyed by Which? Say their issues were resolved within a week, but one in seven said it took up to a fortnight.
Of those who complained, three in 10 said they were not satisfied with how the retailer dealt with the issue.
‘I tried multiple ways to get in contact with them – they didn’t answer my WhatsApp messages or phone calls,’ said one person.
Other shoppers have had to claim with their bank after the retailer failed to refund them for a missing parcel.
It is possible to do this using Section 75 of the Consumer Credit Act if you paid via credit card, or through a chargeback on either credit or debit card – though only in certain circumstances and within set deadlines.
It is up to your bank to decide whether you are eligible.
Things to remember when making a complaint
Some shoppers might think complaining is futile, especially if the retailer passes responsibility to the courier.
Of those who didn’t complain about delivery issues last Christmas, 30 per cent said they didn’t think it would achieve anything, while 18 per cent said it wasn’t worth the hassle.
But you do have delivery rights that protect you if your parcel goes missing, is late or is damaged – and Which? has a free tool to help you make your complaint.
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