Undeliverable Parcels

Why is my order undeliverable?

Carriers may deem a parcel undeliverable for several reasons, some of which are described below:

Incorrect Address: If the address is incorrect or outdated, the parcel is typically returned to us by the carrier or the unintended recipient. Please double-check your address carefully when placing a new order.

If a BFPO address is entered as an international address, the parcel will not reach its destination. Please read our BFPO & AFPO page for more information on entering a BFPO address on our order form.

To remove an outdated or incorrect address from your account, click "Your Account", scroll to the Settings section and click the "Manage address book" link. Click either the "Edit" button or the "Delete Address" button below the address you want to change or remove.

Address Format: If our system doesn't recognise the way a post office box address was entered, the parcel may be assigned to a carrier that can't deliver to a PO box. To avoid this, please enter the box number as "PO BOX" followed by the number.

Other Address Problems: If the order is being dispatched to a prison, there may be delivery restrictions associated with the items or carriers. These restrictions are determined by each institution and may vary.

Failed Delivery Attempts: Most of our carriers will make more than one attempt to deliver a parcel. If they're unable to successfully deliver your order, it'll be returned to us.

Refused by Recipient: A gift recipient who isn't expecting a gift may refuse the parcel if they believe it was sent to them by mistake. If you want to place a new order for the gift, you may want to let the recipient know that a surprise is on the way.

In rare cases, address labels may become illegible in transit. If that happens, a carrier will return the package to us.

What happens to undeliverable gifts?

The gift purchaser is refunded in cases when a parcel is returned to Amazon.co.uk as undeliverable. The purchaser will be notified by e-mail that the parcel is undeliverable.

When a carrier returns an undeliverable parcel to us, we issue a full refund (including delivery charges).

We can't re-send parcels that are returned to us as undeliverable. If you'd still like to purchase those items, you're welcome to place a new order on our website.

If you have any concerns about your delivery and haven't heard from us after four weeks from the estimated delivery date, please contact us using the button on the right-hand side of this page.