What are my rights if a parcel isn’t delivered?

If your parcel isn’t delivered, it’s the online shop’s problem — not yours. The seller is responsible for delivery. You’re entitled to a redelivery or a refund.

Last checked: March 2026. Legal information is subject to change — always check the current legislation at wetten.nl.

What does the law say?

You order something online and the parcel doesn’t arrive. Frustrating. But fortunately, the law is on your side.

The online shop has a duty to deliver. This is laid down in the Civil Code. Article 7:9 of the Civil Code (check this article on wetten.nl for the most up-to-date version) states that the seller is obliged to deliver the product to you. If they fail to do so, they are in breach of their obligations.

What does that mean in practice? The seller is in default if they fail to deliver on the agreed date. Article 6:74 of the Civil Code (check this article on wetten.nl for the most up-to-date version) stipulates that you are then entitled to compensation. And Article 6:265 of the Dutch Civil Code (check this article on wetten.nl for the most up-to-date version) gives you the right to rescind the sale — that is, to terminate the contract and get your money back.

Important: responsibility for delivery lies with the seller, not with the delivery service. The online shop chooses which delivery provider to use. If DHL or PostNL loses the parcel, that is the online shop’s problem. You do not have to resolve it.

There are also European regulations that protect you. The Consumer Rights Directive (2011/83/EU) has been transposed into Dutch law. These rules apply to purchases from businesses, not from private individuals. Are you buying something on Marktplaats from a private individual? Then different rules apply.

What if the online shop says the parcel has been delivered, but you haven’t received anything? Then the seller must prove that the parcel actually reached you. The burden of proof lies with them, not with you. A scan taken by a neighbour or a photo of a different door is generally not sufficient proof that you received the parcel.

When does this apply to you?

These rules apply if you have bought something from a company. Think of online shops such as bol.com, Zalando, or a smaller Dutch online shop. In that case, you are a consumer and you have the strongest protection.

A few specific situations where you have rights:

The parcel is late. The online shop promised delivery within three working days. It has already been two weeks. In that case, you must first set a new, reasonable deadline in writing. If the online shop still fails to deliver, you may cancel the purchase and request a refund.

The parcel has gone missing. The delivery service says the parcel is lost. You never received it. The online shop must then redeliver or refund your money. You do not need to file a claim with the delivery service yourself.

The parcel was delivered to your neighbours without your permission. If you weren’t at home and the delivery driver left the parcel without your consent, and the parcel subsequently goes missing — the online shop is still liable.

The parcel was delivered to the wrong address. Was it the online shop’s fault or the delivery driver’s? The online shop will sort it out.

Please note: did you provide a specific delivery address that was incorrect? Then it is your fault and the situation is different. So always check your order before you pay.

These rights also apply if you buy via an intermediary platform, such as Amazon or Bol.com Marketplace. However, it is sometimes more complicated to determine who is responsible. The platform or the seller? In that case, read the terms and conditions carefully, or ask your question via Claim.Cafe.

Step-by-step guide — what can you do now?

Check the track-and-trace. See where your parcel is officially located. Is it marked as delivered but you haven’t received anything? Make a note of this.
Check with your neighbours and the collection point. Sometimes a parcel has been quietly delivered somewhere else. Also check your letterbox for a delivery note.
Contact the online shop. Do this in writing — via email. That gives you proof. Explain what went wrong and ask for redelivery or a refund.
Set a reasonable timeframe. Give the online shop a specific deadline. Say, for example: “I want to receive the parcel within 7 days at the latest, otherwise I want my money back.”
Cancel the purchase if the online shop does not respond. Write a formal email or letter cancelling the purchase. Refer to your legal rights. Ask for a refund within 14 days.
Submit a complaint to the appropriate body. Can’t resolve the issue? Go to the Disputes Committee (via degeschillencommissie.nl) if the online shop is a member. Or submit a complaint to the Netherlands Authority for Consumers and Markets (ACM) via consuwijzer.nl.
Request a chargeback from your bank or credit card company. Did you pay by credit card or iDEAL? You can sometimes request a chargeback. This is a refund if the online shop is uncooperative.

Common mistakes

Contacting the delivery company yourself. That is not your responsibility. The online shop handles this with the delivery service. You only have a contract with the online shop, not with DHL or PostNL.
Waiting too long to complain. Don’t wait weeks before raising the issue. The sooner you complain, the stronger your position will be. Ideally, do so within a few days.
Only calling, not writing. A phone call is difficult to prove. Always send an email, even as confirmation of a conversation. That way you have proof.
Accepting that it is ‘your risk’. Some online shops claim that you have to sort it out yourself. That is not correct. Legally, the online shop is responsible for the delivery.
Agreeing too quickly to a voucher. You are entitled to a refund, not a voucher. Only accept this if you want to.

Frequently asked questions

What if the online shop says the parcel has been delivered, but I haven’t received it?

In that case, the online shop must prove that the parcel has actually reached you. A scan or a vague delivery note is not always sufficient. Write to the online shop and ask for proof of delivery. If the online shop has no solid proof, then the online shop has a problem, not you.

How long does the online shop have to redeliver my parcel?

There is no fixed legal timeframe for redelivery. You set a reasonable timeframe yourself, for example 7 to 14 days. If the online shop fails to deliver within that time, you may cancel the purchase and request a refund. What is ‘reasonable’ depends on the situation — for a standard product, 7 days is more than sufficient.

What if I’ve ordered from a foreign online shop?

Are you buying from an online shop in another EU country? Then European consumer legislation protects you. You have the same basic rights. Are you buying from outside the EU, for example in China? Then it’s more complicated. There are fewer guarantees and you’ll have to find out for yourself which rules apply. Be careful with this sort of purchase.

Can I get my money back through the bank if the online shop won’t cooperate?

Yes, sometimes. If you paid by credit card, you can request a chargeback from your credit card company. This is a reversal of the payment. With iDEAL payments, this is more difficult, but some banks do offer some form of consumer protection. Contact your bank to discuss the options.

What if the parcel has been delivered to my neighbours without my permission?

If you did not give permission for delivery to your neighbours, and the parcel goes missing afterwards, the online shop is still liable. The risk of delivery lies with the online shop until the parcel is actually in your hands. Report this immediately in writing to the online shop.

Relevant legal provisions

Article 7:9 BW — Civil Code
Article 6:74 of the Civil Code
Article 6:265 of the Civil Code
Article 6:83 of the Civil Code
See the Civil Code for the provisions relating to consumer purchases in distance selling

Package not delivered? These are your rights as a consumer | Claim.Cafe