whats on

Parcel gone missing? Not arrived in time for Christmas? Here's what to do

Know your rights - and what to do - if your Christmas deliveries don't arrive as promised

Amazon Prime 2016

Lots of us shop online for Christmas gifts, taking advantage of crowd-free browsing, quick, safe transactions and having goods delivered direct to our door.

But no matter how much you plan, things can still go wrong - parcels can arrive late, can be left with a mystery neighbour who denies all knowledge, or you're faced with having to pick them up from a depot.

Unsure of what to do if your online Christmas shopping doesn't go to plan?

Here we outline some of the issues that can arise - and how to handle them.

Make sure you know what to do should there be a bump in your festive deliveries - and if you're entitled to a refund.

Here's some handy advice:

My parcel has been delivered late

If you paid for delivery by a certain date (eg by Christmas Eve or next day delivery) and it arrives late, this is a breach of contract from the retailer.

And in this case - if it was essential you had your items by this time - you have the right to cancel and get a full refund.

It is the responsibility of the retailer - not the courier service - that your order comes on time and you should contact them to apply for a refund.

Don't miss the final dates for online orders

It has been left somewhere else

Before you place an online order always check the retailer's terms and conditions and delivery informatiuon.

Look to see if it says that items could be left with a neighbour or in a safe place if someone isn't in. If you are not comfortable with this make specif enquiries before placing the order.

If your parcel has been left with a neighbour that denies having them, or the package hasn't turned up at all contact the seller straight away.

Explain that you haven't received the items you have paid for and that you didn't agree to the items being left in this way.

If the they try to blame the delivery service remind them that the responsibility lies with them to ensure you get your items.

Can I cancel my online order?

If worst comes to the worst and you don't get your order before Christmas you can cancel.

Under the Consumer Rights Act 2015 you have up to 14 days after the goods have arrived to cancel the order and return them.

If you do so in this time period you have a right to a refund.

Christmas sales 2016: Your ultimate guide to deals from Next, Currys, John Lewis, Tesco, Debenhams and more

I missed my delivery

If the courier has put a card through your door to say you can pick the package up from a depot read the instructions carefully before setting off.

The delivery company may say you need to leave it a certain amount of time before you can collect them.

Make sure you take the exact proof of identity required - it will say what you need on the note - otherwise they might not give you the package.

If you don’t have the necessary documentation check with the delivery company if there is anything else they will accept instead.

If you have trouble contacting a courier to arrange redelivery contact the seller and let them know. They should help you get the your order.

View full mobile page