What can I do if my order was not delivered in the Netherlands?
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Detailed explanation, checklist and sources
If you bought as a consumer from a business and delivery does not happen, contact the seller in writing. Whether you must first give a final deadline or may cancel immediately depends on the delivery agreement and whether the date was essential.
On this page
1. Check the delivery agreement
Check the order confirmation, product page and the seller's messages. A fixed delivery date differs from an estimated period. If no delivery time was agreed, Dutch consumer rules generally require delivery within 30 days. This page concerns a consumer purchase from a business; private or business-to-business sales may follow different rules.
2. Give a reasonable final deadline if required
If only an estimated period expired, or 30 days passed without an agreement, give the seller a reasonable additional period in writing. What is reasonable depends on the product and original period. State the order, product, original promise, new deadline and that you will cancel if delivery again fails. Keep proof that the message was sent or received.
3. When can you cancel immediately?
Extra time is not always required. If a genuinely fixed and essential date is missed, for example before a wedding, you can generally cancel immediately if the product is no longer useful. This may also apply if the seller clearly refuses delivery. Record why the date was essential. If you still want the item, give a concrete final deadline.
4. If tracking says delivered
A 'delivered' scan does not by itself prove receipt. Contact the seller: in a normal consumer delivery the seller remains responsible for shipping and must show correct delivery. Check the address, neighbours, an agreed collection point and permission for a safe place. If you independently selected a carrier outside the seller's options, obtain a separate assessment. Record whether you authorised delivery to particular neighbours beforehand and ask where, when and to whom it was delivered. Without that permission, the seller generally remains responsible until you receive it; with permission, risk can pass on correct delivery to those neighbours. Keep the delivery instruction and dispute inaccurate delivery information in writing. Contacting the carrier yourself does not replace your claim against the seller.
5. Cancel in writing and request repayment
If delivery still fails after the final deadline, send a clear cancellation notice. Say that delivery is no longer required and request repayment within a reasonable period. Keep the order, payment and correspondence. Distance sales may also have a separate withdrawal right before delivery, with its own conditions and exceptions; avoid mixing inconsistent legal routes.
6. The webshop disappeared or fraud is suspected
If the shop is unreachable, its details are false or it has disappeared, save screenshots, payment data, the confirmation and messages. Check chargeback or buyer protection with the payment provider. Report consumer problems to ACM ConsuWijzer. With concrete signs of fraud, consult the Dutch police route for sales fraud. Reporting does not automatically replace your written claim against the seller.
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Order confirmation, product and seller details
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- Order confirmation, product and seller details
- Promised delivery time and proof an exact date was essential
- Payment, delivery address and tracking
- Written final deadline and proof of sending
- Cancellation notice and repayment request
- Replies, screenshots and attempted-delivery information
Sources
Need personal assistance? Request a lawyer through our chat. We explain the next step; submitting a request does not engage a lawyer. The links below support the legal information.
ACM ConsuWijzer · Aankoop niet geleverd ↗ACM ConsuWijzer · Voorbeeldbrief bestelling te laat ↗Politie · Aan- en verkoopfraude ↗Sources may be in Dutch. General information about Dutch law, not individual legal advice.