Package does not arrive: these are your rights
If your package does not arrive, you have various rights. Because no matter whether a neighbor supposedly accepted the parcel or the deliverer left it at a storage location or lost it - you don't have to put up with it. We explain what your rights are.
Package does not arrive: these are your rights
- If the goods ordered from an online shop never reach you, the seller is liable. He has to prove that the package has actually arrived at you (for example with a signature). If the package does not arrive, the seller must send the product to you again.
- Exception: When selling from private to private, the recipient bears the risk - so you have almost no chance here. You will only get the money back if the purchase is secured by buyer protection programs such as PayPal or Visa.
- If you have sent a parcel yourself and it does not arrive, you should contact the shipping company: Parcels are always insured, usually with a value of up to 500 euros. However, you must report the loss of the package within three weeks.
Parcel supposedly at the neighbor or a storage location
- If the package did not reach you directly, it could be with the neighbor or at a storage location. You don't even have to allow the parcel service for the neighbor to take your parcel: the couriers usually already grant this right in the General Terms and Conditions.
- If you have agreed to a storage location yourself, you will also be responsible for the package. If the package has been stolen, only a complaint to the police will help.
Package not there: tracking helps
If you are waiting for your package, you can use shipment tracking to check whether the package has already been delivered. Delivery can often be delayed by one to two days:
- Hermes tracking
- DPD shipment tracking
- DHL Tracking
- GLS shipment tracking
- UPS tracking
Contact the parcel service if there are delivery problems
If your package is shown as "delivered" but cannot be found, you should contact customer service immediately:
- DPD customer service
- DHL hotline for customer service
- Hermes: Contact customer service
- GLS: Contact customer service
- UPS: customer service hotline
If you are unsatisfied with DHL, you can officially file a complaint with DHL.