Online shopping can save time and reduce stress. But what are your rights when your parcel doesn’t turn up on time, or is not delivered?
In recent years, one-third of online shoppers across Europe reported delivery-related issues, with slower than expected delivery being cited as a common problem. And with an estimated 6.2 billion parcels delivered across Europe between October and December 2024, the pressure on the delivery network is clear.
When shopping online with an EU based business you have increased protection, but it’s important that you’re aware of your rights related to delivery.
What if my order doesn’t arrive?
If your order isn’t delivered within 30 days, you can agree “reasonable additional time” for the seller to complete the delivery. If you don’t receive your item within that time, you are entitled to a full refund.
If you have agreed with the seller to have an item delivered by a certain date (e.g., a dress bought for a wedding) and they fail to do so, you have the right to cancel your order and get a refund.
Who is responsible if my order does not arrive?
Your contract is with the seller, not the courier or delivery service, therefore it is the seller’s responsibility to make sure an item is delivered to you. If the fault is with the delivery service it is the seller’s responsibility to follow up with them, not yours.
Can I return an item bought because I change my mind?
Under EU law, you have the right to cancel your online order within 14 days without giving any reason. To do this, you must contact the business in writing to inform them of your decision to cancel. You must then return the item to them within 14 days of the date on which you informed them of your decision to cancel. The business must refund you for the items and any delivery charges within 14 days of receiving the items back.
ECC Ireland has a letter template you can use to help you cancel your purchase and request a refund but any clear unambiguous statement to the seller of your wish to cancel will suffice.
What if my order arrives damaged?
The seller is responsible for ensuring an item arrives to you in good condition. If the item delivered to you is damaged or defective, you are entitled to a repair or replacement. As with an order not arriving; when your order arrives damaged the responsibility is with the seller not the delivery service. The only exception to this is if you organised your own delivery for your item.
What if a seller refuses to deliver to Ireland?
Sellers in the EU have discretion as to what countries they are willing to deliver to, and consumers do not have the right to delivery if the trader does not deliver to that location.
However, under the Geo-blocking regulations, a seller cannot deny you access to their goods and services based on your nationality or place of residence. This means that you have the right to order the goods for collection at the seller’s premises or have it ordered to an address in a location that the seller does deliver to.
What if I buy from a seller based outside the EU?
When buying from a business outside the EU (UK, US, China etc.) you do not have the same strong legal rights as you have when buying from an EU based company. You may also have to pay extra taxes and charges. Each business and country will set their own policies so you should always read the terms and conditions before making a purchase.