One of the big things about Amazon is that they offer fast (and very fast) delivery. But what happens if they can’t deliver the parcel for some reason? And what happens if a parcel goes missing?
Setting up your account
One of the best ways to increase the chance that your parcel is delivered is to change some settings on your account that will then apply to all of your orders unless you say otherwise. If you leave the default settings, Amazon will attempt to deliver the item up to four times and then return it to the Fulfilment Centre at which time the order will be cancelled, and money refunded.
When you make an order there’s an option called ‘What if I am not in’ and this is where you can set up an alternative spot for delivery. This might be a neighbour if they are in a lot and can take in the parcel. Or it might be a safe place such as a garden shed where the parcel can be left.
You can set up this and then select the ‘use these preferences for all future deliveries to this address’ to ensure you don’t need to keep doing it every time. The delivery driver will put a card through your door to let you know where the parcel has been left.
When this option might not work
There are some situations where Amazon can’t deliver to an alternative address or leave it somewhere. For example, if you are ordering an item that needs you to declare you are aged 18 or over, then this will need to signed for when it arrives. You may also be required to provide proof of age to receive the parcel. These can’t be left with a neighbour or in a safe location.
There are situations where Amazon can’t deliver a parcel, and this means the item has to be returned to the Fulfilment Centre and needs to be refunded to you. Examples of why Amazon can’t deliver a parcel include:
- Incorrect address – if the information provided when the order is place is incorrect, then Amazon can’t make the delivery and it will be returned. Make sure your information is correct on your account to avoid this
- Illegible or Incorrect address format – this is where the system doesn’t recognise the address and can’t send the parcel so make sure your house number or name and postcode is in the correct format
- Failed attempts – if the delivery drivers have tried to deliver the parcel more than a set number of times and have failed, it will be returned
- Refused by recipient – this is where a gift recipient refuses to take a parcel for some reason, in which case Amazon will email you and refund the money
- Damaged in transit – if an item is damaged in transport, then you can refuse to accept the item and the delivery won’t be made
Missing and damaged items
Amazon has a very comprehensive delivery network to get your parcels to you but there is still the odd occasion when something doesn’t arrive and goes missing. If you think an item has gone missing, make sure that it hasn’t been left with a neighbour or placed anywhere such as sheds, garages or other outbuildings
The delivery date is well passed and the item is nowhere to be found, then you can speak to the courier. Or they confirm they don’t have the item, then you should approach Amazon to let them know that something has done missing.
Consumer rights come into effect in these situations and Amazon will have to look at refunding the money paid and even get compensation for late deliveries.
If an item arrives and you accept it, but you later find that it is damaged, you can still complain to Amazon about it. Just because you have accepted it, doesn’t affect your rights in this area. The only difference to this is if the delivery is clearly damaged and you still accept it, which can affect your ability to get your money back from Amazon.
You can get in touch with Amazon customer services for any problems or queries about your parcel and they will be able to help you.