When the goods are considered delivered
EU law treats the seller as responsible for the goods until they are physically received by the consumer (or by someone the consumer designated). Carriers are the seller's agent for delivery; risk transfer happens at receipt, not at dispatch. If you bought from a seller, the seller is your primary point of contact for delivery problems — not the carrier.
If the shipment is delayed
Most national consumer codes give the seller a reasonable additional period after the agreed delivery date (commonly 14 days, but check your national rules). If the seller still does not deliver, you may have the right to cancel the contract and request a full refund — including the original shipping fee. Document the original delivery promise (order confirmation, checkout page, marketing email).
If the shipment is lost
If the carrier has not delivered after a reasonable additional period and tracking shows no movement, contact the seller in writing. The seller is required to investigate, replace, or refund. Keep evidence: tracking screenshots, dated correspondence, the original invoice.
If the goods arrive damaged
Notify the seller in writing as soon as practical — many jurisdictions allow 2 months from discovery, but earlier is better. Photograph the damage (and the packaging) before unpacking further. The seller is liable for any non-conformity that existed at the time of delivery; under EU law, defects appearing within the first 12 months are presumed to have existed at delivery.
Who to contact
If the seller does not respond, escalate to your national consumer-protection authority. For cross-border purchases inside the EU, the European Consumer Centres Network (ECC-Net) operates a free dispute-resolution service for consumers.