Delivery windows and tracking
Delivery times depend on the carrier and service. Royal Mail 1st Class aims for next-day delivery but is not guaranteed. DPD and DHL offer tracked services with specific time slots. The FTC Mail, Internet, or Telephone Order Merchandise Rule requires sellers to dispatch within 30 days unless stated otherwise.
Always get a tracking number. Carriers like UPS, FedEx, and GLS provide online tracking. If the seller does not provide tracking, ask for it. Under the EU Consumer Rights Directive 2011/83/EU, the seller must deliver within 30 days unless agreed otherwise.
If the delivery is late, contact the seller first. If they fail to deliver within the agreed time, you may have the right to cancel and get a refund under the Consumer Rights Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013.
What to check on arrival
Inspect the parcel immediately. If there is visible damage, note it with the carrier (e.g., DPD, GLS, or Chronopost) and take photos. Report any issues to the seller in writing within the legal timeframe. Under the EU Consumer Rights Directive 2011/83/EU, you must inform the seller of a return within 14 days of receiving the goods.
Check the contents against your order. If items are missing or incorrect, contact the seller immediately. Keep all packaging and documents. In the UK, the Consumer Rights Act 2015 requires goods to be as described, fit for purpose, and of satisfactory quality.
If the item is faulty, you have rights under the EU two-year legal guarantee of conformity (Directive (EU) 2019/771) and the UK Consumer Rights Act 2015. The seller must offer a remedy: repair, replacement, or refund.
How to start a return
Check the seller's return policy. Under the EU Consumer Rights Directive 2011/83/EU, you have 14 days to cancel for any reason. The UK Consumer Contracts Regulations 2013 also give 14 days. You then have another 14 days to return the goods.
Contact the seller in writing to request a return. Use the model cancellation form if provided. Keep a copy of all communications. If the seller is unresponsive, you can escalate to Citizens Advice or Trading Standards in the UK, or the ECC-Net European Consumer Centres Network in the EU.
Pack the item securely and use a tracked service. Carriers like Royal Mail, DPD, or DHL offer tracked returns. Keep the proof of postage. The seller must refund within 14 days of receiving the return or proof of return, under the Consumer Contracts Regulations 2013.
Who pays return postage and refund timelines
If the item is faulty, the seller must bear the cost of return under the EU two-year legal guarantee of conformity (Directive (EU) 2019/771) and the UK Consumer Rights Act 2015. For change-of-mind returns, the seller may require you to pay, but this must be stated clearly before purchase.
Refund timelines vary. Under the EU Consumer Rights Directive 2011/83/EU, the seller must refund within 14 days of receiving the returned goods or proof of return. The UK Consumer Contracts Regulations 2013 also require refunds within 14 days. PayPal refunds may take up to 5 business days to appear.
If you paid by credit card, your refund may take 3-5 business days to appear. Under section 75 of the UK Consumer Credit Act 1974, you can claim against the card issuer if the seller fails to refund. In the US, the Fair Credit Billing Act gives you 60 days to dispute charges.
Key figures at a glance
| EU delivery deadline | 30 days | Under the EU Consumer Rights Directive 2011/83/EU, the seller must deliver within 30 days unless agreed otherwise. |
|---|---|---|
| UK refund period | 14 days | The UK Consumer Contracts Regulations 2013 require refunds within 14 days of receiving the return or proof of return. |
| FTC dispatch rule | 30 days | The FTC Mail, Internet, or Telephone Order Merchandise Rule requires sellers to ship within 30 days unless stated otherwise. |
| Credit card chargeback window (US) | 60 days | The Fair Credit Billing Act gives you 60 days to dispute billing errors with your credit card issuer. |
How to handle a return: a step-by-step procedure
Inspect the item on arrival
Check for damage or discrepancies. If there is visible damage, note it with the carrier (e.g., DPD, GLS, or Chronopost) and take photos. Report issues to the seller in writing.
Contact the seller to request a return
Use the seller's return process. Under the EU Consumer Rights Directive 2011/83/EU, you have 14 days to cancel. Keep a copy of all communications.
Pack and send the item with tracking
Use a tracked service like Royal Mail, DPD, or DHL. Keep proof of postage. The seller must refund within 14 days of receiving the return or proof of return under the UK Consumer Contracts Regulations 2013.
Know who pays return postage
If faulty, the seller pays under the EU two-year legal guarantee (Directive (EU) 2019/771) or the UK Consumer Rights Act 2015. For change-of-mind, check the policy before buying.
Escalate if the refund is delayed
If the seller does not refund within the legal timeframe, escalate to Citizens Advice or Trading Standards in the UK, or the ECC-Net European Consumer Centres Network in the EU. For card payments, consider a chargeback under the Fair Credit Billing Act (US) or section 75 (UK).
Frequently asked questions
How long should delivery take?
Under the EU Consumer Rights Directive 2011/83/EU, delivery must be within 30 days unless agreed otherwise. The FTC Mail, Internet, or Telephone Order Merchandise Rule also requires dispatch within 30 days in the US. Carriers like Royal Mail, DPD, and DHL offer various speeds.
Who pays for return postage?
If the item is faulty, the seller must pay under the EU two-year legal guarantee (Directive (EU) 2019/771) and the UK Consumer Rights Act 2015. For change-of-mind returns, the seller may require you to pay, but this must be clear before purchase.
How long does a refund take?
Under the UK Consumer Contracts Regulations 2013, refunds must be issued within 14 days of the seller receiving the return or proof of return. The EU Consumer Rights Directive 2011/83/EU also requires refunds within 14 days. PayPal refunds may take up to 5 business days.
What if my parcel is damaged in transit?
Note the damage with the carrier (e.g., DPD, GLS, or Chronopost) and take photos. Report to the seller immediately. Under the EU Consumer Rights Directive 2011/83/EU, you must inform the seller of a return within 14 days of receiving the goods.
Can I track my return?
Yes, use a tracked service like Royal Mail, DPD, or DHL. Keep the tracking number and proof of postage. This helps if the seller claims they did not receive the return.