Complaint about an order that never arrived (England and Wales)

When to use this document

• ·An order from an online shop in England or Wales never arrived.
• ·The tracking says delivered but the parcel never reached you.
• ·The shop keeps promising delivery but weeks go by with nothing.
• ·You want to give a final deadline to deliver or refund an order that never came.

What you fill in

The details the document asks for.

• ·Sender
• ·Sender's address
• ·Town or city
• ·Sender's postcode
• ·Date
• ·Trader
• ·Trader's postal address
• ·Order number
• ·Date of the order
• ·Description of the item
• ·Price
• ·Delivery date or period promised (if any)

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