My parcel is lost — what should I do?
If your parcel is lost report it to three parties at once: (1) The carrier — PostNL 088-225 5555, DHL 088-055 2000, DPD 0299-70 2424, GLS via gls-group.com. (2) The seller — legally responsible until the parcel reaches you. (3) The platform (Bol, Marktplaats, etc.) — can hold or guarantee funds. Keep tracking code, invoice, and all communication.
Step by step
- 1Check tracking + neighborsDid the carrier mark "delivered"? Check direct neighbors first — sometimes a wrong house number.
- 2Contact the carrierPostNL/DHL/DPD/GLS all have customer service. Provide tracking code. Request a formal investigation. Get it in writing.
- 3Hold seller accountableLegally the seller is responsible until delivery. Request a re-delivery or refund within 14 days of claim.
- 4Engage the platformBol Bescherming, Marktplaats Verzendservice, etc. often cover the amount. Open a dispute within 30 days.
- 5File with ACM / Disputes CommitteeNothing works? ConsuWijzer (ACM) or Geschillencommissie mediate between you and the company.
All contacts
Frequently asked questions
Who is legally responsible: carrier or seller?
The seller is legally responsible for delivery. Your contract is with them, not the carrier. They must sort it out with the carrier.
How many days does the seller have to refund me?
For right-of-withdrawal: 14 days after receiving the complaint. For regular complaint: reasonable term (typically 14–30 days).
What if the parcel is from a private seller (Marktplaats)?
Private sales aren't covered by consumer law. Use Marktplaats Shipping Service for protection. Otherwise: civil court (kantonrechter).
Can I request a chargeback via my credit card?
Yes — with credit cards (Visa/Mastercard) you can request chargeback within 120 days. With iDEAL/bank transfer: only via SEPA Recall (24 hours) or via your bank.
How long does the seller have to redeliver?
Legally: reasonable term (usually 14 days after request). On exceedance: right to full refund including shipping. Keep proof of redelivery request.
What if the webshop is abroad?
EU seller: same rights as NL via European Consumer Centre (eccnederland.nl). Outside EU: harder, use credit card chargeback or PayPal Buyer Protection.
Sources
🔎 Common search queries
Recognise your own search? Our answer above covers all of these variants.
- “parcel not delivered”
- “PostNL package missing”
- “webshop won't refund”
- “consumer protection delivery”
- “where to complain about courier”