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Letter Before Action for Delivery Not Received
By ClaimKit UK Editorial Team ยท Updated
When goods do not arrive, a pre-action letter helps you set out the order details, the delivery promise, and the remedy you want.
Confirm the order and delivery promise
State the order date, item details, and the delivery timeframe that was agreed. Reference the order confirmation or delivery policy.
Explain the non-delivery
Describe what happened, including any tracking updates, failed delivery attempts, or missing parcel notifications.
State the remedy you want
Ask for a refund or a replacement and provide a clear deadline for a response.
Evidence checklist
- Order confirmation with delivery address
- Tracking information or carrier updates
- Delivery policy or promised timeframe
- Emails or chats with support
- Proof of payment
Common mistakes to avoid
- Not listing the delivery address and order ID
- Skipping tracking evidence
- No clear refund or replacement request
FAQs
What if the carrier says it was delivered?
Ask for proof of delivery and explain that the parcel was not received at your address. Keep the dispute in writing.
Should I contact the retailer or the courier?
Your contract is with the retailer, so your letter should be sent to them even if the courier handled delivery.
Can I request a replacement instead of a refund?
Yes. State clearly that a replacement is acceptable and set a deadline for it to be dispatched.
Related guides
- Letter Before Action for Goods Not as Described
- Letter Before Action for a Return Refund Not Processed
- Letter Before Action for Utility Overbilling
- Letter Before Action for a No-Show Fee Dispute
- View all guides
- England & Wales overview
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