Delivery delays and disruptions: a consumer rights update from the CCPC

October 29, 2025

In response to queries on consumer rights following news reports regarding Fastway Couriers, the Competition and Consumer Protection Commission (CCPC) is issuing the below reminder to businesses and consumers:

When a consumer orders something for delivery, their contract is with the retailer, not the courier.

Goods are the responsibility of the retailer until the buyer takes physical possession of the delivery. It is the retailer’s responsibility to address any delays, damages or non-delivery.

Orders should be delivered within 30 days unless otherwise agreed by the consumer and retailer.

If the delivery cannot be rearranged within a suitable period, or where the delivery of the goods is no longer appropriate in the circumstances, consumers have the right to cancel their order due to non-delivery and receive a full refund, including delivery fees. The retailer must refund the consumer within 14 days.

These obligations are set out in the Consumer Rights Act 2022. Exceptions apply in cases where the consumer has independently engaged a courier; the retailer is then not responsible for delivery.

More information for consumers

More information for businesses

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