When a parcel ends up at the wrong address, it’s more than just frustrating. Whether you're the buyer or the seller, the big question is: who’s actually responsible? The answer depends on a few factors, including how the item was sent, what delivery service was used, and at what point the parcel was marked as delivered. Here’s a full breakdown of where the responsibility typically lies and what steps can be taken.
The seller's responsibility before delivery
The seller is responsible for ensuring the correct delivery address is used and that the parcel is dispatched using a suitable, traceable delivery method. If the seller inputs the wrong delivery details, then the fault lies entirely with them. In this case, it’s up to the seller to replace or refund the item.
Even if the buyer enters the wrong address during checkout, some sellers may still offer support, but legally they are not required to do so. That’s why it's always advised to double-check shipping information before completing a purchase.
The courier’s role in the process
Once the item has been handed to a courier, the responsibility often shifts. If the courier delivers the item to the wrong address despite being given the correct details, then the fault lies with the delivery company. Most reputable couriers will conduct an internal investigation and, if proven, will take accountability. In some cases, compensation may be issued to either the seller or the customer, depending on the courier’s terms of service.
However, if the courier claims the item was delivered correctly but the customer disputes this, things can get tricky. Delivery confirmation, GPS data, or even photos of where the item was left may be used to settle the issue.
When the buyer might be responsible
If the customer entered the wrong address at the point of purchase, then responsibility usually falls on them. While some sellers may go out of their way to help recover the package or issue a replacement, they are under no obligation to do so.
Additionally, if the delivery instructions were unclear or misleading (e.g. “leave behind the bin” and the parcel is taken), it may be seen as customer error. In those cases, liability is often shared or difficult to enforce legally.
What happens if the package is marked as delivered but not received?
This is one of the most common scenarios that causes confusion. If a parcel is marked as delivered but the customer never received it, the next step is to gather evidence. The customer should check with neighbours or around the property. If the parcel still can’t be found, it becomes a case of determining whether the courier misdelivered it or whether the parcel was stolen.
If the courier is at fault, the seller can often raise a claim. If theft is suspected, it becomes more complicated and often falls outside the seller’s or courier’s responsibility, especially if the delivery was authorised to be left unattended.
Legal perspective in the UK
Under the Consumer Rights Act and the Consumer Contracts Regulations, the seller remains responsible for the goods until they are delivered to the consumer, unless the buyer arranged their own courier. That means if the item goes missing before it reaches the customer, the seller must offer a remedy, whether that’s a refund or replacement. However, proof of delivery to the correct address can shift that responsibility.
Proof of delivery and its limits
Many couriers provide proof of delivery in the form of GPS tracking, signatures, or photographs showing where the parcel was left. While this adds a layer of protection for the sender, it doesn’t always guarantee that the package reached the right person. GPS coordinates can be imprecise, especially in dense areas, and photos may show parcels left in communal areas where theft is more likely.
If a photo confirms the parcel was left at the wrong property, then the courier is at fault. But if the photo matches the correct address and the parcel goes missing, it becomes harder to prove liability.
Third-party delivery services
When sellers use marketplaces like Amazon or eBay, third-party logistics may be involved. In these cases, the seller isn’t always handling the delivery directly. However, the buyer’s contract is still with the seller, not the delivery company. That means even if the seller outsourced the delivery, they are still responsible for ensuring the customer receives the item.
If you're the customer, you should always contact the seller first—not the courier—because your legal relationship is with the seller.
If a neighbour accepts the package
In some cases, delivery drivers leave parcels with neighbours if no one is home. This can be convenient, but it’s a legal grey area unless the buyer has explicitly agreed to it. If the package goes missing from a neighbour’s house, and the buyer didn’t consent to that delivery method, then the seller or courier may still be liable.
UK law supports the idea that delivery is only complete when the buyer—or someone authorised—takes possession of the goods.
Insurance and delivery guarantees
If the parcel was valuable and went missing, whether or not compensation is offered can depend on whether delivery insurance was in place. Sellers shipping high-value goods often use insured or signed-for services. If they don’t, and the item goes missing, they may still be liable to refund the buyer, but the process may take longer, especially if a courier investigation is needed.
Disputes and chargebacks
If all else fails, buyers can often raise a dispute through the payment provider. Credit card companies and platforms like PayPal offer buyer protection. If a package hasn’t been received and the seller won’t issue a refund, the buyer can request a chargeback. Sellers should be aware that consistent delivery issues can harm their reputation and payment processing privileges.
Summary
Responsibility for a wrongly delivered package depends on who made the mistake. If the seller or courier delivers to the wrong place despite being given the correct details, they are typically responsible. If the customer gave an incorrect address, then the responsibility usually lies with them. UK consumer law generally protects buyers, but clear communication and tracking are key to resolving any delivery issues swiftly and fairly.