Copied verbatim from the the Which consumer website: Delivery rights The retailer is responsible for goods until they are in your physical possession, in the possession of someone appointed by you to accept them or delivered to your nominated safe place. This is because your contract is with the retailer, who you bought the goods from. So, if your goods are still undelivered and you would like to make a complaint, you should complain to the retailer - even if you think it’s down to a poor service from the courier.
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