Delivery mistakes happen daily. A package gets mixed up, sent to the wrong address, or arrives damaged. The true mark of good business shows through how companies handle these slip-ups. Making things right starts with a genuine apology letter that shows care for the customer’s time and trust.
A well-written apology can turn an upset customer into a loyal one. The right words can repair relationships and keep customers coming back. Want to learn how to write the perfect apology letter for delivery mishaps?
Sample Letters of Apology for Wrong Delivery
These example letters will guide you in crafting the right message for various delivery situations.
1. Basic Apology for Misdelivered Package
Subject: Apology for Package Delivery Error
Dear [Customer Name],
We sincerely apologize for delivering your package to the wrong address on [date]. This mistake does not match our service standards, and we take full responsibility for the error.
Our delivery team has already located your package and will deliver it to the correct address within 24 hours. As compensation for this inconvenience, we will refund your shipping costs and add a $20 store credit to your account.
Please accept our apologies for any hassle this has caused. We value your business and trust.
Best regards,
[Your Name]
[Company Name]
[Contact Information]
2. Apology for Late Delivery
Subject: Delayed Delivery – Our Sincere Apologies
Dear [Customer Name],
We apologize for the delay in delivering your order #[number]. Your package was scheduled for delivery on [date], but due to an error in our shipping system, it was not processed on time.
We have expedited your shipment at no extra cost, and you should receive it by [date]. To show our commitment to your satisfaction, we have applied a 15% discount to your next purchase.
Thank you for your patience and understanding.
Sincerely,
[Your Name]
[Company Name]
jj[Contact Information]
3. Apology for Damaged Package
Subject: Apology for Package Condition
Dear [Customer Name],
We apologize that your recent order arrived damaged. This falls well below our quality standards, and we understand your disappointment.
Please keep the damaged item and packaging. We will send a replacement immediately, along with a return label for the damaged item. You should receive the new package within 2-3 business days.
As a gesture of goodwill, we have added a complimentary gift to your replacement order.
Kind regards,
[Your Name]
[Company Name]
j
[Contact Information]
4. Apology for Wrong Item Delivery
Subject: Wrong Item Shipped – Our Apologies
Dear [Customer Name],
We apologize for sending you the wrong item in your recent order #[number]. This mix-up should not have happened, and we understand the frustration this has caused.
We have already processed a new order with the correct item, which will ship today with priority handling. You’ll receive a return label separately for the wrong item.
To thank you for your understanding, we’ve included a $25 gift card with your new shipment.
Best wishes,
[Your Name]
[Company Name]
j[Contact Information]
5. Apology for Multiple Delivery Attempts
Subject: Apology for Delivery Difficulties
Dear [Customer Name],
We apologize for the repeated failed delivery attempts of your package. We understand this situation has been frustrating and has wasted your valuable time.
We would like to arrange delivery at a time that works best for you. Please reply with your preferred delivery window, and we will ensure a driver is available then.
As an apology, we have credited your account with free shipping on your next three orders.
Regards,
[Your Name]
[Company Name]
[Contact Information]
6. Apology for Lost Package
Subject: Package Loss – Our Deepest Apologies
Dear [Customer Name],
We deeply regret to inform you that your package has been lost during transit. We take this matter very seriously and have already started processing a replacement order at no cost to you.
The new order will ship with priority handling, and you will receive tracking information within the next hour. We have also added rush processing to ensure fastest possible delivery.
Please accept our sincerest apologies along with a full refund and a $50 store credit.
Best regards,
[Your Name]
[Company Name]
[Contact Information]
7. Apology for Delivery to Old Address
Subject: Wrong Address Delivery – Our Apologies
Dear [Customer Name],
We apologize for shipping your order to your previous address. This error occurred due to an outdated address in our system.
We have already redirected the package to your current address and updated our records. Your delivery should arrive within 2 business days.
To prevent future issues, we have added a note to double-check your shipping address on all future orders.
Sincerely,
[Your Name]
[Company Name]
[Contact Information]
8. Apology for Package Left in Rain
Subject: Apology for Exposed Package
Dear [Customer Name],
We apologize that your package was left exposed to rain yesterday. This does not follow our delivery guidelines, which require packages to be properly protected from weather.
We will send a replacement for any damaged items immediately. Please send photos of affected items, and we will process your replacement right away.
We have spoken to our delivery team about proper package handling and added extra training to prevent similar situations.
Best regards,
[Your Name]
[Company Name]
[Contact Information]
9. Apology for Mixed-Up Orders
Subject: Order Mix-Up Apology
Dear [Customer Name],
We apologize for the confusion caused by mixing up your order with another customer’s package. This error occurred in our warehouse during the packing process.
We have sorted out the situation and will deliver your correct order tomorrow. The wrong package will be picked up at your convenience.
Please accept our apologies and a 20% discount on your next purchase.
Kind regards,
[Your Name]
[Company Name]
[Contact Information]
10. Apology for Incomplete Order
Subject: Incomplete Order Apology
Dear [Customer Name],
We apologize that your recent order arrived missing several items. This shows a failure in our quality control process.
The missing items will ship today with overnight delivery at our expense. You should receive them tomorrow by noon.
We have added extra steps to our packing verification process to prevent similar mistakes.
Sincerely,
[Your Name]
[Company Name]
[Contact Information]
11. Apology for Wrong Size Delivery
Subject: Incorrect Size Shipment – Our Apologies
Dear [Customer Name],
We apologize for sending the wrong size in your recent order. This mistake happened during our picking process.
Your correct size has been processed for immediate shipment. You will receive a return label for the incorrect item in a separate email.
We have added a free accessory to your new order as a token of our apologies.
Best wishes,
[Your Name]
[Company Name]
[Contact Information]
12. Apology for Delivery Without Notice
Subject: Apology for Unannounced Delivery
Dear [Customer Name],
We apologize that your package was delivered without the requested delivery notification. This prevented you from being present to receive it.
We have reminded our delivery team about the importance of following delivery instructions. Your future deliveries will include proper notifications.
Please accept our apologies and a $15 credit for your next order.
Regards,
[Your Name]
[Company Name]
[Contact Information]
13. Apology for Wrong Shipping Method
Subject: Incorrect Shipping Method Apology
Dear [Customer Name],
We apologize for using standard shipping instead of the express shipping you paid for. This error should not have occurred.
We will refund the shipping cost difference to your account within 24 hours. We have also upgraded your next shipment to express delivery at no charge.
Thank you for bringing this to our attention.
Best regards,
[Your Name]
[Company Name]
[Contact Information]
14. Apology for Package Left with Neighbor
Subject: Unauthorized Delivery Location – Our Apologies
Dear [Customer Name],
We apologize that your package was left with your neighbor without your permission. This goes against our delivery policies.
We have spoken to the delivery driver about following proper procedures. All future deliveries will be handled according to your specified preferences.
We appreciate your understanding and have added a $30 store credit to your account.
Sincerely,
[Your Name]
[Company Name]
[Contact Information]
15. Apology for Wrong Country Delivery
Subject: International Shipping Error Apology
Dear [Customer Name],
We sincerely apologize for the serious error that resulted in your package being shipped to the wrong country. This shows a significant failure in our shipping processes.
We have already started tracking down your package and will ship a replacement order immediately via express international shipping. You will receive tracking details within the hour.
Please accept our deepest apologies along with a full refund and free shipping on your next three international orders.
Best regards,
[Your Name]
[Company Name]
[Contact Information]
Final Thoughts
A good apology letter needs honesty, clarity, and a clear plan to fix the problem. Start with a direct apology, explain what went wrong, detail the solution, and offer appropriate compensation. Keep the tone professional but warm, and always focus on making things right for the customer. These sample letters can help you write your own – modify them based on your specific situation and company style.