What can I do if my parcel isn’t delivered to the agreed location?
When you buy something from an online shop, you can often choose where your parcel is delivered. For example, in the garden, shed, or garage. Unfortunately, sometimes the parcel isn’t delivered to the agreed-upon place. On this page, we explain what you can do if this happens.
Delivery options for online orders
When you order something online, you usually have several delivery options. You can choose delivery to your home address, to a neighbour, or to an agreed location. However, some parcels cannot be delivered to an agreed-upon place. For example, if a signature or ID check is required. In such cases, the courier may ignore your delivery preferences.
What can I do if my parcel is lost?
Sometimes a parcel is marked as delivered, while you did not receive it. If this happens, contact the seller. The seller is responsible for your order until you receive it. If the seller says the parcel has been delivered, ask them to request an investigation with the courier. If it's not found, the seller is required to refund you the purchase price.
What if the parcel was sent to the wrong address?
You might have accidentally entered the wrong address when ordering. In this case, the seller is not responsible for the wrong delivery. Sometimes you can still change the address through the courier. Always contact the courier to check if this is possible.
What if my parcel is stolen?
If you choose to have your parcel delivered to an agreed-upon place around your home, it’s important to know that you are responsible for the parcel once it’s delivered. This means that if it's stolen or damaged, the courier or seller is not responsible.
We advise you to have valuable items delivered to your home address. If possible, choose a delivery date when you will be at home so you can receive the package in person.
How we can help you
The European Consumer Centre informs you about your consumer rights in the EU, provides free legal advice for cross-border disputes, and offers mediation if you and a seller can’t reach an agreement. On our website, you’ll find clear information, practical tips, and sample letters to help you take the right steps.