Order not received guide

What to do when an online order has not arrived

Check tracking, delivery evidence and seller deadlines before requesting a replacement or refund for an undelivered online order.

Start with the promised delivery date and the latest carrier scan. A late order, a package marked delivered and a shipment that never left the seller require different evidence.

Steps to take

1
Save the order confirmation and promised delivery date.
2
Check the carrier’s official tracking page and delivery details.
3
Look for safe-place, reception or household delivery information.
4
Contact the seller through the marketplace or official support channel.
5
Request the available replacement or refund route and save the case reference.

Common questions

What if tracking says delivered but I did not receive it?

Check the delivery address, safe places, reception, neighbours and carrier proof. Report the missing delivery promptly to the seller and carrier using their official channels.

Should I contact the seller or delivery company first?

Notify the seller because your purchase contract is normally with the seller, while also asking the carrier for delivery details when tracking is disputed.

Check your own case

Enter your charge details and organize your evidence without connecting your bank account.

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Last reviewed October 7, 2026. General information only; refund eligibility and deadlines depend on the seller, payment route and location.