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Package Not Delivered in Netherlands — Your Rights

It's incredibly frustrating when your online order doesn't arrive despite having paid for it. Unfortunately, this happens regularly in the Netherlands: packages get lost during transport, are delivered to the wrong address, or disappear after delivery. Fortunately, as a consumer you have strong rights when this happens. Under Dutch law, the seller is obligated to ensure your order actually reaches you.

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What's happening?

When you order online, you enter into a sales agreement (koopovereenkomst) with the seller. This seller is responsible for the entire delivery process, even if they use an external delivery service like PostNL or DHL. Packages can go missing for various reasons: sorting errors, wrong delivery, theft, or damage during transport. Sometimes it's claimed that the package was delivered while you never received it. In all cases, the seller remains the main party responsible for successful delivery under Dutch law.

What does Dutch law say?

Dutch legislation provides strong consumer protection for undelivered orders. The Dutch Civil Code (Burgerlijk Wetboek) and distance selling laws give you clear rights. The seller has a delivery obligation (leveringsplicht) and bears the risk until you actually receive the product. These laws are mandatory in the Netherlands, meaning a seller cannot exclude themselves from these obligations.

1Article 7:9 BW (Dutch Civil Code): The seller is obligated to deliver the purchased product at the agreed time and place
2Article 6:265 BW (Dutch Civil Code): In case of non-performance, you can demand fulfilment or dissolve the contract
3Article 7:46a BW (Dutch Civil Code): For distance sales, the seller bears the risk until the consumer receives the goods

What are your rights?

As a consumer in the Netherlands, you have strong rights when your order isn't delivered. Dutch law clearly stands on your side in this situation.

1Right to delivery: You can demand the seller still delivers or sends a replacement product
2Right to refund: If delivery isn't possible, you're entitled to full repayment within 14 days
3Right to compensation: Additional costs you've incurred can be reimbursed
4Right to free redelivery: The seller cannot charge extra costs for a new delivery attempt

What can you do now?

Approach this situation systematically to secure your rights and get a quick resolution under Dutch law.

1Step 1: Contact the seller immediately via email or phone, explain the problem and ask for a solution
2Step 2: Give the seller reasonable time (e.g., 14 days) to resolve the problem
3Step 3: Send a written complaint if there's no response, demand delivery or full refund
4Step 4: If they persistently refuse, seek help from a dispute committee or legal assistance

Sample letter or template

A well-drafted complaint letter significantly increases your chances of a quick and complete solution. MijnRecht.AI can draft a professional complaint letter for you that's specifically tailored to your situation and includes all relevant Dutch legal provisions.

Where can you get help?

For help with undelivered packages in the Netherlands, you can turn to various institutions: Het Juridisch Loket for free legal advice, the dispute committee for the sector where the seller operates (such as Thuiswinkel.org), the courts for higher amounts, and the ACM (Netherlands Authority for Consumers & Markets) for reporting structural problems with certain webshops.

Conclusion

An undelivered package is annoying, but you certainly don't have to accept this as an expat in the Netherlands. Dutch legislation protects consumers well, and sellers are obligated to ensure your order actually reaches you. With the right approach, you'll usually get your money back quickly or receive your order after all.

Frequently Asked Questions

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