What if my package doesn't arrive?

If your order doesn't arrive, the webshop is responsible and must redeliver the package or refund your money. This applies regardless of what went wrong along the way - the seller bears the risk until the moment you receive the package. As a consumer, you are thus well protected when deliveries fail.

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The short answer

When your package doesn't arrive, the responsibility lies entirely with the webshop or seller. They must ensure that the product is delivered to you and bear the risk if this fails. You have the right to a new delivery without additional costs, or a full refund of your purchase price. The seller cannot shift this risk to you, even if the delay is with the courier service. This means you don't have to wait until any procedures with the courier service are completed.

What does the law say?

Dutch law provides excellent protection for consumers in case of non-delivered orders. According to the Civil Code, the seller is obliged to actually deliver the product to you. If this does not happen, there is a breach of contract and you can demand performance or terminate the purchase. In online purchases, additional protection rules further strengthen the consumer's position.

1Civil Code: the seller must deliver as agreed

2Distance Selling Act: extra protection for online purchases

3General terms and conditions cannot limit consumer rights

What should you pay attention to?

Document everything well and keep all communication with the webshop. First check if the package may have been delivered to neighbors or is at a pickup point. Give the seller a reasonable time to resolve the problem, but don't let them keep you waiting unnecessarily.

1Keep all emails and order confirmations

2Check track & trace information regularly

3Set a clear deadline for a solution

4Take screenshots of relevant information

Example from practice

Maria orders a laptop for €800 that was supposed to be delivered within 3 days. After a week, nothing has arrived and the track & trace shows 'package lost'. The webshop says they have to wait for the courier service investigation. Maria points out that the webshop is responsible and demands a new laptop or her money back within 5 days. After initial resistance, the webshop eventually sends a replacement product, because they know Maria is legally right.

What can you do?

Immediately contact the webshop and explain the situation. Give them a reasonable deadline to resolve it.

1Contact the webshop and report the problem

2Demand a new delivery or refund within a reasonable time

3If refused: file a complaint with the Disputes Committee or seek legal assistance

Conclusion

If your package doesn't arrive, the webshop is fully responsible for a solution. You have the right to a new delivery or a full refund, regardless of what went wrong along the way. So don't let them fob you off with excuses about the courier service.

Frequently Asked Questions

How long do I have to wait before I can take action?

Can the webshop say that it's the courier's fault?

What if the webshop goes bankrupt before my package arrives?

Do I also get reimbursement for additional costs I have incurred?

What if the package is delivered but arrives damaged?

Can I cancel the purchase if the package is too late?

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