UKThe delivery of my online order is very late. Can I cancel?
Yes, you can cancel your online order if delivery is unreasonably late — the law says you’re entitled to a full refund if the trader fails to deliver within the agreed time or, if no time was agreed, within 30 days.
What the Law Says
The Consumer Rights Act 2015 gives you clear rights when buying goods online — including when delivery is delayed. If your order doesn’t arrive on time, the law sets out when you can cancel and get your money back.
Under section 28 of the Consumer Rights Act 2015, if you buy goods online (or by phone or mail order), the trader must deliver them without undue delay and, in any case, within 30 days after the day on which the contract is formed — unless you’ve agreed a different date or period.
If the trader misses that deadline, and you haven’t agreed a later time, you have the legal right to treat the contract as at an end — meaning you can cancel and get a full refund.
This right applies automatically — you don’t need to ask for permission. You just need to tell the trader clearly that you’re cancelling because of the late delivery.
Statutory TextThe trader must deliver the goods without undue delay and, in any case, within 30 days after the day on which the contract is formed.
— Consumer Rights Act 2015, s. 28 — Delivery of goods
What to Do
Check your order confirmation for any agreed delivery date — if one was promised and missed, you can cancel immediately.
If no date was given, count 30 days from when you placed the order — if it’s past that, you’re entitled to cancel.
Contact the seller in writing (email is fine) stating you’re cancelling under section 28 of the Consumer Rights Act 2015 due to late delivery.
Keep a copy of your message and expect a full refund within 14 days of cancellation.
If the seller refuses, you can report them to Citizens Advice or Trading Standards.
Sources
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JapanNot legal advice. This article is general information based on publicly available sources, written for educational purposes. Laws change and individual situations vary. Consult a licensed attorney in your jurisdiction before acting on anything you read here. Last reviewed: 2026-06-08.