Fast track delivery never arrived no email phone call or text !!!!! What a joke phone lines closed appalling This guide and our new Parcel Delivery Rights guide give you all the information you'll need if you encounter delivery troubles, but this can be a complex area. So at a glance, here are our top five need-to-knows on the subject: The biggest protection online is you can send it back if it's late. Unlike in stores, buy goods online and the Consumer Contracts Regulations mean you've 14 days after arrival to change your mind and send them back (though you'll pay postage unless something is faulty). So if your parcel doesn't arrive in time, you've the comfort of knowing you can return it. Give delivery instructions when ordering. Shockingly, we often hear horror stories of firms leaving parcels in wheelie bins, under bushes, in BBQs or behind rear car wheels to be reversed over. So if you may be out, tell the delivery company where to leave it, or ask a neighbour to receive it. Your contract is with the store, not the delivery firm. Unless you paid directly for the delivery, then it's the store that owes you a duty of care. Don't let it fob you off, it's the one you paid - and it chose to sub-contract out delivery. So contact it, be firm, be polite, and ask for a refund (and maybe compensation). More help below. If you take time off work and they don't show, claim compensation. For larger deliveries, if you stay in, taking time off work, then you may be entitled to compensation for your time. This is under the rules of 'consequential loss', but you need to legitimately take extra time off to wait in for the delivery for it to work. We've drafted a template letter to help with any claims... Unless it specifically states a delivery date rights are difficult. By law, delivery only needs to be "within a reasonable time", which is normally up to 30 days. For goods ordered in stores for delivery, unless a store has said it will arrive by a set date, it's tricky. So if you are ordering in a store where possible ensure it states this and make it agree 'time is of the essence'.