Claim back the delivery charge when you return an online order

This advice applies across the UK.

The short version

• If you cancel an online order, the seller must refund the standard delivery charge you paid to receive it.
• This is the law, even if the seller says it only refunds delivery on request.
• The seller only has to refund up to the cheapest standard delivery, so a premium upgrade is not covered.
• You still usually pay to post the item back yourself.
• If the seller keeps the delivery charge, you can chase it in writing and then escalate.

Why you are owed the delivery charge

You can cancel an online order within 14 days of it arriving. When you do, the seller must refund the price of the item and the standard delivery you paid to receive it. This is your legal right under the Consumer Contracts Regulations.

The seller can hold back only one thing: the extra you paid for a premium or faster delivery. They must still refund the cost of the cheapest standard option they offer.

Work out what you are owed

Check your order confirmation for 2 figures:

• what you paid for the item
• what you paid for standard delivery

Add them together. That is the least you should get back if you return the whole order. If you paid one delivery charge on an order of several items, you are still owed that charge once.

If the seller only refunds the item

Many sellers refund the price of the item but keep the delivery charge, sometimes unless you ask. Keeping it is against the law.

Chase it in writing. A short message is usually enough.

If the seller still won't pay

If the seller ignores you or refuses:

• If you paid by credit card and the order cost more than £100, ask your card provider to step in, known as a 'Section 75' claim.
• Ask your bank to try a 'chargeback', whether you paid by debit or credit card.
• Report the seller to Trading Standards through the Citizens Advice consumer service.
• Claim the money through the small claims court as a last resort.

Contact the Citizens Advice consumer service if you're not sure what to do next. In Scotland, get consumer help from Advice Direct Scotland. In Northern Ireland, contact Consumerline.