Parcel never arrived? The retailer is liable, not you
You paid, but the parcel is lost or marked 'delivered' without you having it? Good news: for a purchase as a consumer, the retailer bears the risk of shipping, not you. He must deliver or refund.
Reach your next steps and the matching ready-made texts in just a few minutes, free of charge:
Demand delivery / refund →Your chances of getting your money back
What you should do now
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1. Document the shipment status
Take screenshots of the tracking ('delivered' but not received) and collect the order and payment receipts.
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2. Ask the retailer to deliver
Ask the retailer in writing to deliver the goods or refund the purchase price, with a reasonable deadline.
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3. For 'delivered without receipt'
Demand from the retailer the delivery proof (recipient signature or photo). Without proof of handover to you, he remains obligated.
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4. Reclaim the money
If the retailer does not pay, get the money back via buyer protection, chargeback or a bank recall, depending on the payment method.
Frequently asked questions
Do I have to prove the parcel did not arrive?
No. The retailer must prove the handover to you. Until then, in a consumer purchase he bears the shipping risk (§ 475 BGB) and owes delivery or a refund.
What if the tracking shows 'delivered'?
A 'delivered' status alone is not enough. Demand the specific delivery proof. If the parcel was left with a neighbor or at a drop-off point without your consent, the retailer remains responsible.
Take action now
We put together the ready-made texts and the right places to contact for you.
General information for self-help, not legal advice (RDG). In case of a high loss or uncertainty: contact a consumer advice center or a lawyer.