Yodel lost/damaged parcel: Get compensation
If Yodel has lost or damaged a parcel you were expecting, it's frustrating. But you have clear consumer rights. Don't let the courier or seller fob you off, you're entitled to a resolution.
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Under the Consumer Rights Act 2015, if you purchased goods from a retailer, your contract is with that retailer, not the courier. The retailer is responsible for ensuring the goods are delivered to you in good condition. If they are lost or damaged in transit, the retailer has failed to uphold their end of the contract. You are entitled to a refund, replacement, or repair.
Step by step
- 1Contact the retailer immediately, not Yodel. Explain the parcel is lost or arrived damaged. Provide your order number and tracking information.
- 2Gather evidence. If the parcel is damaged, take clear photos of the packaging, the damaged item, and any labels. Keep the damaged item and packaging.
- 3Clearly state your desired resolution: a full refund, a replacement, or a repair. Refer to your rights under the Consumer Rights Act 2015.
- 4If the retailer refuses to help, escalate your complaint. You can contact the Citizens Advice consumer helpline for advice, or consider using an Alternative Dispute Resolution (ADR) scheme if the retailer belongs to one.
What they'll say, and your comeback
“You need to contact Yodel, it's their fault.”
Comeback, My contract is with you, the retailer, not Yodel. Under the Consumer Rights Act 2015, you are responsible for ensuring the goods reach me in good condition.
“You didn't report the damage quickly enough.”
Comeback, I reported the issue as soon as reasonably possible after discovering the problem. There is no specific time limit for reporting damage, only that it must be within a reasonable timeframe.
“The packaging was insufficient, or the damage was pre-existing.”
Comeback, It is the retailer's responsibility to ensure goods are adequately packaged for transit. If you believe the damage was pre-existing, please provide evidence.
FAQ
Who should I contact first, Yodel or the seller?
Always contact the seller or retailer first. Your legal rights are with them, as they are responsible for ensuring the goods reach you in satisfactory condition.
What if Yodel says they delivered the parcel, but I didn't receive it?
The retailer is responsible for proving the parcel was delivered to you. If Yodel's proof of delivery is incorrect or shows delivery to the wrong address, the retailer must still provide a refund or replacement.
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Reclaim it now, free →More money you might be owed
- UKHow to get a refund for a faulty product (even 'out of policy')
- UK / EUHow to get a refund when your order never arrived
- EUResolve a cross-border online purchase dispute (ECC-Net)
- SpainCómo reclamar la devolución por un producto defectuoso en España
- PortugalDevolução de produto com defeito em Portugal
- FranceProduit défectueux : garantie légale de conformité en France
A self-serve tool, not a law firm. General information, not legal advice.