Has your order not been delivered?
You paid, waited and the order did not arrive, or the tracking says it was delivered and you received nothing. Before giving up on the money, it is worth understanding who is responsible for the delivery.
Can this be disputed?
In a distance purchase, delivery is, as a rule, the seller's responsibility until the product reaches the consumer. Even so, it may depend on how delivery was arranged and on what happened.
In certain situations, there may be grounds to ask for delivery, a new shipment or a refund.
What to check
These items help to understand what happened and to support the request to the company. You do not need all of them: share what you have.
- The order confirmation and the delivery time stated
- Proof of payment
- The tracking number and history
- Your messages with the shop and the courier
- Whether delivery was to your address or to a collection point
How DoLado can help
DoLado analyses the order, the tracking and your messages, checks the applicable rules and prepares the complaint to the shop with a specific request.
Tell us what happened and send any documents you have.
DoLado analyses the situation, checks the applicable rules and prepares the complaint.
You review the text and authorise it. Nothing is sent without your authorisation.
DoLado sends the complaint and follows the company's reply with you.
The final decision lies with the company. DoLado handles the process with you and follows it until there is a reply.
Not sure whether your case can be handled?
Answer four quick questions and see whether DoLado can help. It is free and you do not need an account.
Related problems
Had a problem with an online purchase?
Delays, a product different from the listing, a return refused or a shop that does not reply.
Find out moreHas the shop still not refunded your money?
You returned, cancelled or never received the item, and the money has not been refunded.
Find out moreBought a faulty product?
The product broke down, does not work as it should or does not match what was sold.
Find out more
This page contains general information and does not replace an analysis of your specific case. DoLado is not a law firm nor a public body.