ArrowXL tracking status

ArrowXL says delivered but no parcel: what to do

The short answer

Take action

ArrowXL's tracking says your item was delivered or collected, but it was not. That is unusual for a large item, because the crew needs a digital signature, so there should be a record of who signed.

When to act: If the item is not there by the end of the day after the delivered message, file a complaint and we send it to ArrowXL.

Also shown as: “Delivered” · “Marked delivered” · “Collection success” · “Successful collection”

What to do now

Ask everyone at the address, and check any garage or outbuilding.
Check the name and address on your order confirmation.
Screenshot askAXL straight away, with the date and time.
Save doorbell or camera footage for that day.
If it was a collection, photograph the item still at home and keep the slot text.
Still not sorted? File your complaint here. We write it with you and send it to ArrowXL, so you do not have to chase it yourself.

Start my complaint

Says delivered, but it is not here with another courier

Tracking says delivered but nothing arrived: who is responsible? →

What is going on

ArrowXL says every delivery needs a digital signature, and it cannot leave items with a neighbour or in a safe place. Its leaflet for retailers adds a digital image of the product in place. So a delivered message with no item here is not like a parcel left on a doorstep: someone signed, or the record is wrong.

In reviews people share, tracking has been marked delivered after a crew that did not come, and marked collection success while the item was still in the hallway. A wrong collection record matters too, because the retailer may rely on it for your return.

Why it happens

Someone else at the address signed for it
It went to a wrong address
It was marked delivered by mistake when the crew did not come
A collection was recorded without the item being taken

What usually happens next

Do not count on the tracking correcting itself. Your retailer stays responsible until you, or someone you named to take it, have the item.

Other ArrowXL statuses

Tracking not updatingKeep an eye on it
Ready to be scheduledTake action
2-hour delivery time slotNormal
No one homeTake action
Couldn't deliverTake action
Problem locating itemTake action

All ArrowXL statuses →

Who is responsible for a late or missing parcel from ArrowXL?

If you bought it from a retailer, the retailer is responsible until the item is in your hands. UK consumer law (Consumer Rights Act, section 29) keeps the goods at the retailer's risk until you, or someone you named to take them, have them, and section 28 says the retailer must deliver by the agreed date or, if none was agreed, without undue delay and within 30 days. ArrowXL itself says that changing the address or cancelling the order is a matter for the retailer.

You normally do not book ArrowXL yourself. It works for businesses, so your contract is with the retailer. The same goes when ArrowXL comes to collect an item you are returning, because the return is arranged through the retailer.

Questions about “Delivered but not received”

ArrowXL says delivered but nothing arrived. What now?

Ask everyone at the address, check the address on your order and screenshot the tracking. If the item is not there by the end of the next day, file a complaint on Complain.biz and we send it to ArrowXL.

ArrowXL says collection success but the item is still here. What now?

Photograph the item where it stands, screenshot the tracking and keep the slot text. Do not throw the item away. File a complaint on Complain.biz and we send it to ArrowXL.

Can ArrowXL leave my delivery outside?

No. ArrowXL says it cannot leave a delivery in a safe place or with a neighbour, and every delivery needs a digital signature.

Who is responsible if the item never reached me?

Your retailer. Under section 29 of the Consumer Rights Act the goods stay at the retailer's risk until they are in your hands or with someone you named to take them.

Based on

ArrowXL: Customer Help, FAQ
ArrowXL: Home delivery proposition (signature capture, digital image)
Trustpilot: askaxl.co.uk reviews, page 3 (shared tracking messages)
legislation.gov.uk: Consumer Rights Act, section 29
legislation.gov.uk: Consumer Rights Act, section 29 (goods stay at the seller's risk until delivered)
legislation.gov.uk: Consumer Rights Act, section 28 (delivery of goods)
ArrowXL: Customer Help (address changes, cancelling, returns)
ArrowXL: About
ArrowXL: A new era for ArrowXL (acquired by the Jacky Perrenot Group, JP HOME)