I was really looking forward to receiving the goods I had ordered online. But there was no parcel at the desired drop-off point – despite the message that it had been delivered. What to do?
The first step is to contact the parcel service. Providers such as DHL, Hermes or DPD explain on their customer portals what to do – as quickly as possible.
The company from which the goods were ordered does not have to deliver the goods again if the parcel is lost – for example, if the parcel service has only left the shipment outside the front door and the parcel has been stolen. However, customers do not have to pay for the goods they did not receive, writes the consumer advice center:
Verbraucherzentrale | Online order does not arrive
If there is no agreement with the parcel service, an arbitration procedure can be initiated with the Federal Network Agency. This can be done free of charge, for example, on the website of the Schlichtungsstelle Post at rbb online | Schlichtungsverfahren
The European Consumer Center Germany can also provide tips on unsolicited goods, incorrect or missing parcel contents at
evz | Parcel loss
tun24111206
002788
A parcel left on the doorstep by the parcel service. Photo: tuenews INTERNATIONAL / Ute Kaiser.
