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I bought an item but I haven't received it, what can I do?

The first step is always to contact the seller and ask them for more information, give them a chance to deal with it before starting any claims. If they refuse or won't take responsibility, there are a number of things you can try.

If the item was sent by Royal Mail and is too big to go through a letterbox, try asking your neighbours if they have any parcels for you, they may have forgot. Try contacting your local sorting office (ring 08457 740 740 to find it) to see if the item is there, sometimes postal delivery workers don't put a card through your door if they try to deliver when you're out. If they have it you can collect it or Arrange a Redelivery for free.

If none of the above works and you paid for the goods through Paypal, then you are covered by Paypal Buyer Protection as long as you claim within 45 days of payment. Paypal will then review the case and issue you with a full refund if they find in your favour.




Many sellers say in their listings 'I am not responsible for items lost in the post', don't be put off by this, it means nothing. If you bought from a business seller, they are responsible whatever they may claim to the contrary. If you bought from a private seller, you're still covered by Paypal's buyer protection.

If the seller has proof of delivery such as a signature for the item, then you would need to contact Royal Mail or the courier to investigate further. Couriers often write the colour of the door or some other memorable detail that can be checked in case of a dispute.

It's recommended that you always pay by Paypal for eBay items to make sure you're covered. If you have paid by a different method you can try the eBay Resolution Centre to see if they can help.
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