My shipments are missing – what are my rights to a refund?

Online shopping has flourished recently as shoppers have swapped the main street for their computers and mobile phones, and the number of missing packages has also increased.

A survey by Citizens Advice, a consumer advisory group, found that a package disappears every 10 minutes in the UK due to loss or theft. Overall, one in 10 people lost or stole the package – about six and a half million people.

About 6,000 people a month complain about problems with delivery to the Resolver Dispute Resolution service – most often because the item did not show up.

But missing packages can also be the result of driver negligence. Citizens Advice found that four out of 10 adults received a “sorry for being outside” card when they were actually at home, which often led to them leaving packages in uncertain places such as on the doorstep.

Here Telegraph Money sets out your rights – whether you send or receive a package.

If you receive an item

If you bought something online for delivery, you should solve your problem with the seller, not a delivery company, said Sophie Kasmi, a lawyer and founder of the Know Your Rights legal advice website.

First, check the seller’s terms and conditions to see if he has violated them. If not, you may be protected by Consumer Rights Act.

“This says the item must be delivered within 30 days, unless agreed otherwise,” Kasmi said. “If you do not receive the package within this period, you have the right to cancel the order and receive a refund.”

You should officially report your complaint to the seller and explain why you are dissatisfied. If you don’t get the answer you want, you can try asking your card provider or PayPal – whatever you’ve already paid for the product – for a refund under the refund scheme.