What you can do when a parcel firm fails to deliver

'Tis the season of shopping! From Christmas to the sales, chances are a parcel or ten are winging their way to you right now. The question is: where will it end up?

- MARTYN JAMES

From parcels left in recycling bins or chucked over fences to deliveries that weren't attempted or that have vanished en route - parcel delivery services top the list of reader's complaints. So here's my definitive guide.

Package delivery - the rules

If your parcel is broken, damaged or just missing in action, you should take the matter up with the retailer who sold you the goods, not the courier company.

When you buy goods, your contract is with the shop, not the manufacturer or delivery firm. The retailer is responsible for getting the goods to you as advertised. They are also responsible for refunding you if there's a problem, or arranging a replacement.

That doesn't mean the delivery company is allowed to get away with poor service. If they keep damaging or losing things, then that will cost the retailer cash and they will take action when they've had enough.

What if the retailer says it’s not their problem?