Being offered extra protection for your online order might sound reassuring, especially when you’re buying something expensive. But you could be paying for rights you already have. You’ve found what you want, added it to your basket and reached the checkout. Then comes another charge for delivery protection.
For a small extra fee, you’re promised peace of mind if your parcel gets lost, stolen or damaged. But do you really need it?
In many cases, the retailer is already legally responsible for making sure your order reaches you safely, whether you’ve paid for extra protection or not. So before adding another charge to your shopping bill, it’s worth knowing what you’re actually getting.
What is delivery protection, and why are you being charged for it?
Some online retailers offer optional delivery protection or shipping insurance at checkout. You might see it described as protection against lost, stolen or damaged parcels. The fee may seem insignificant, but those small charges add up when you’re shopping regularly.
More importantly, you could be paying extra for something the retailer already has a legal duty to provide.Under the Consumer Rights Act 2015, goods generally remain the retailer’s responsibility until you, or someone you’ve nominated, physically receives them.
That means when you buy something online and the retailer arranges delivery, you shouldn’t need additional insurance simply to protect yourself against the parcel going missing before it’s properly delivered.
What happens if your parcel goes missing?
Your first step should usually be to contact the retailer, not the courier.For example, you’ve ordered a £150 pair of trainers, but the delivery company says they’ve been delivered when nothing has arrived.
You don’t automatically lose your money because you didn’t pay for delivery protection. The retailer must investigate and, where it hasn’t fulfilled its delivery obligations, arrange a replacement or refund, it can’t simply tell you to sort things out with the courier it appointed.
What if your parcel was left on your doorstep?
This is where things can get more complicated, if the courier leaves your parcel outside without your permission and it disappears, the retailer will generally remain responsible.
But if you’ve specifically agreed to have your parcel left in a safe place or with a nominated neighbour, you may struggle to claim if it goes missing after being delivered there. So think carefully before choosing a doorstep, porch or other unsecured location as your designated safe place.
When might paying extra actually be worthwhile?
Not every optional delivery service is a waste of money, some protections provide genuine benefits beyond your existing legal rights.
For example, you might find it worthwhile to pay for:
- Guaranteed or timed delivery: When you need something by a particular date, such as a birthday or special event.
- Enhanced tracking or secure delivery: When you want more control over where and when an expensive item arrives.
- Additional cover: When you’re sending a valuable parcel yourself, rather than receiving something from a retailer, and the courier’s standard compensation won’t cover its value.
Some protection schemes also promise faster replacements or simpler claims and while that convenience might appeal to you, always check the terms carefully before paying. The important distinction is whether you’re buying a genuinely useful extra service or simply paying for protection the law already gives you.
How to avoid unnecessary delivery charges
Before completing your next online order, take a moment to check exactly what you’re paying for. Look for optional delivery protection that’s been added to your basket and remove it if you don’t need it. Check whether the retailer already covers lost or damaged deliveries, and compare any premium delivery options with standard delivery.
It’s also worth checking your delivery instructions. A secure collection point or parcel locker could be a safer option than leaving an expensive purchase outside your property if there’s a chance you may not be home.
What can you do if your parcel doesn’t arrive?
Start by contacting the retailer in writing. Explain what’s happened and ask them to investigate. Keep your order confirmation, tracking details, delivery photographs and any messages you’ve exchanged with the retailer or courier.
If the retailer claims your parcel was delivered, ask for evidence showing where it was left and who received it. Where the retailer hasn’t met its delivery obligations, ask for a replacement or refund.
You may also be able to recover your money through your payment provider. Chargeback could help if you paid by debit or credit card, while Section 75 of the Consumer Credit Act may provide additional protection for qualifying credit card purchases where the individual item’s cash price is more than £100 and no more than £30,000.
You can read more in Resolver’s Section 75 guide.
Don’t pay twice for protection you already have
Delivery protection might sound like a sensible precaution, but paying extra doesn’t automatically give you stronger rights. Before you tick that box at checkout, check what the service actually covers and whether you’re already protected.
You could save yourself an unnecessary charge without giving up any of your existing consumer rights.
Need help with a missing, late or damaged parcel? Read Resolver’s package delivery rights guide to understand your options. You can also use Resolver to raise a complaint with participating companies and keep your correspondence organised in one place.
For more practical advice on spending less, protecting your rights and getting problems resolved, sign up to the Resolver Newsletter.