If your furniture never arrived, contact the seller first in writing and ask for either a full refund or a specific redelivery plan. If the seller says it was delivered, ask where and request the delivery evidence. Your rights and deadlines depend on where you live, the delivery terms, and how you paid; the U.S. and England guidance below applies only in those jurisdictions.
1. Check the order and delivery terms
Before asking for a remedy, gather the facts that show what was agreed and what happened:
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- Confirm the seller, order number, delivery address, and promised delivery date or window.
- Check whether the order was split into multiple deliveries or made to order, and whether the seller explained a different schedule.
- Look for any agreed option to leave the furniture in a safe place or with a neighbour.
- Save the order confirmation, invoice, product or order page, tracking history, and delivery-status messages.
For bulky items, statuses such as “not dispatched,” “with carrier,” “delivery attempted,” and “delivered” describe different stages. A status is a useful clue to investigate, not by itself proof that you received the furniture.
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2. Contact the furniture seller in writing
Use email or the seller’s formal complaint channel so you have a dated record. Include the order number, amount, agreed delivery date or window, and a clear statement that the furniture was not received. Say whether you want the order cancelled and refunded or still want delivery. Official guidance in the U.S. and England both directs consumers to start with the seller; see the FTC guidance and Citizens Advice guidance for England.
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You can adapt this message:
I have not received order [number], which was due [date/window], at [delivery address]. Please confirm where and when you say it was delivered and provide the delivery evidence. I am requesting [a full refund to my original payment method / redelivery by an agreed date]. Please respond by [reasonable date].
If a courier handled the delivery, ask the seller to investigate with the courier. In England, Citizens Advice specifically says the seller should chase the courier. Do not assert a legal deadline unless you have checked the rules that apply to your location and circumstances.
3. Use the remedy that fits your location and payment method
United States: delayed or unshipped online, mail, or phone orders
For most qualifying U.S. mail, internet, or telephone orders, the FTC says the seller must ship within the promised time; if no shipping time was stated, the general default is 30 days. If the seller cannot meet the promised time, it must notify you and offer the choice to cancel for a full refund or agree to the delay. If it does not ship, the FTC says it must give a full refund, not store credit. These shipment rules do not mean every late delivery automatically produces an immediate refund right: the actual delivery arrangement and facts matter. See the FTC explanation and its online-shopping guidance.
United States: credit card
If the furniture was not delivered as agreed and the seller does not resolve the problem, contact your credit-card issuer promptly and submit a written billing-error dispute. The FTC says the written dispute must be sent within 60 days after the first statement showing the error was sent. Include the order confirmation, promised date, seller correspondence, and any carrier record. If the expected delivery date was more than 60 days before the statement, the statutory window may be complicated; the FTC notes some issuers may extend it, so ask the issuer quickly and provide the date evidence. Non-delivery can be a possible billing error, not a guaranteed charge reversal. The CFPB’s credit-card guidance also recommends first requesting a refund from the seller.
United States: debit card
Contact your bank or debit-card issuer as soon as you know there is a problem. Debit-card protections differ from credit-card billing-error protections, and the same recovery route may not be available. Ask whether the issuer offers voluntary protection and what deadline and documents it requires; the FTC explains the distinction in its consumer guidance.
England
Citizens Advice says the business seller is responsible for making sure the order reaches you. Depending on the agreed date and delivery arrangements, you may ask for redelivery or a refund. Its examples say a refund may be requested when an essential delivery date is missed, a second agreed date is missed, or a second delivery opportunity is unsuccessful. If the business refuses, use the further-help routes described by Citizens Advice. This guidance is for England; check the appropriate advice for Scotland, Wales, or Northern Ireland rather than assuming the same rules apply.
Elsewhere or with a different seller or payment arrangement
Rules may differ outside the U.S. and England, and the routes above do not resolve every case involving a private seller, financing, buy-now-pay-later provider, insolvency, or complex split delivery. Check local consumer guidance and the dispute process for the provider involved before relying on a deadline or remedy.
4. If the seller says the furniture was delivered
Ask the seller to identify the exact delivery location and provide the evidence it relies on, such as a delivery photo, signature, carrier record, or delivery note. Compare that information with your order address and any safe-place or neighbour instructions. Explain in writing why you did not receive the item or why the location was not agreed, and whether anyone accepted it on your behalf.
In England, Citizens Advice says the seller remains responsible if the furniture was not delivered to the agreed location, while an agreed safe-place or neighbour arrangement can affect responsibility. That is not a universal rule for other locations; in the U.S., the outcome depends on the facts and applicable delivery terms.
5. Keep a compact evidence file
Save copies rather than relying on what remains visible in an app or tracking page. Keep:
- Order confirmation, invoice, and the advertised or agreed delivery date.
- Payment statement or transaction record.
- Tracking history and delivery notices, including screenshots with their dates visible.
- Your written refund or redelivery request and the seller’s replies.
- Notes of calls, including the date, the name or role of the person you spoke with, and what was agreed.
For an issuer dispute, include both the expected delivery date and any later delivery information. Keep a simple timeline, and describe the facts accurately: non-receipt alone does not establish fraud.
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