What do I do if my Amazon delivery hasn't arrived?

First, check the tracking status on Amazon. If it shows delivered but you didn't receive it, file an A-to-Z Guarantee claim immediately. Amazon covers lost packages.

How long should I wait before claiming?

Wait until the estimated delivery date has passed. If tracking shows "delivered" but you haven't received it within 48 hours, file immediately. Don't delay—you have 180 days but claim sooner.

Can Amazon force me to file a claim with the carrier?

No. Amazon is responsible for delivery. You can claim through A-to-Z without involving the carrier. Amazon handles carrier disputes.

What if tracking says delivered but I didn't get it?

File an A-to-Z claim for "Item not received." Tracking showing delivery doesn't prove you received it. Check your building, ask neighbors, and report to your carrier if needed.

Will Amazon refund me quickly?

Amazon usually refunds within 2-4 weeks after approving your claim. Some claims are approved within days if the seller doesn't dispute it.

Amazon Delivery Not Arrived: Your Rights and Next Steps

Get a refund when your package doesn't arrive

Quick Answer

If your Amazon delivery hasn't arrived, file an A-to-Z Guarantee claim under "Item not received." Amazon covers lost packages and will investigate. Provide your order number and tracking details. Amazon usually refunds within 2-4 weeks. You can also claim under consumer law (6-year window) if Amazon's A-to-Z claim is denied.

Steps to Take When Delivery Doesn't Arrive

First, check the Amazon tracking page and your address/contact details. Sometimes packages are misdelivered to neighbors. If tracking shows "delivered" but you didn't receive it, wait 48 hours (it may be sitting at your building's entrance). If still not received, file an A-to-Z Guarantee claim immediately. Go to "Your Orders," find the item, and select "Item not received." Provide your order number and explain the situation. Amazon contacts the seller and usually rules in your favor.

You have 180 days from purchase to file. Don't wait—file as soon as the delivery window closes.

What the Law Says

Consumer Rights Act 2015 (Section 28)

Right to receive goods ordered

Goods must be delivered or made available as agreed. Non-delivery is a breach of contract.

Consumer Contracts Regulations 2013

Distance selling protections

Online sellers must deliver goods or arrange return. You can claim refund if delivery fails.

Amazon A-to-Z Guarantee

Amazon's buyer protection

Covers items not received. 180-day claim window. Amazon acts as intermediary between you and seller.

FAQ

Should I contact the courier or Amazon? +

Contact Amazon first through A-to-Z. Amazon is responsible for delivery and will handle the courier. You don't need to contact the carrier directly.

What if the package arrives after I claim? +

Immediately notify Amazon. Some sellers ask you to return the item if it arrives late. Cooperate, as it strengthens goodwill. You should still keep the refund.

Can I claim if tracking says delivered but I refuse delivery? +

No. If you refused delivery, you cannot claim "not received." Contact Amazon to re-arrange delivery or request a return label.

What if my neighbor received it? +

Check with neighbors first before filing. If they have it, arrange pickup. If still lost, you can file the A-to-Z claim for "Item not received at address."

What if A-to-Z denies my claim? +

You can escalate to your card issuer for a chargeback, or pursue the seller under consumer law. You have 6 years from purchase to claim under the Consumer Rights Act.

File Your Claim

Use our Amazon Tools to document your delivery issue and manage your A-to-Z claim.

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