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Shopping · Portugal
Updated September 2026

🚚 My parcel never arrived — who do I complain to?

Direct answer

The seller is responsible until the parcel is in your hands — not the courier, whatever the tracking says. Write to the seller: a new delivery or a refund. If the seller refuses, Livro de Reclamações eletrónico — DGC (livroreclamacoes.pt) advises on your consumer rights in Portugal; for a seller in another EU country, Centro Europeu do Consumidor Portugal (21 356 47 50). Complaints about the courier itself (lost, damaged, thrown in the garden) go to ANACOM, the postal regulator, after the courier's own complaint procedure.

Call firstLivro de Reclamações eletrónico — DGC
Report toCentro Europeu do Consumidor Portugal
If that failsANACOM

🗣️ What to say

"Order [number] of [date], tracking [number], shows delivered on [date] but I have not received it / it is [damaged]. As the seller you are responsible for delivery. I ask for redelivery or a refund of €… within 14 days."

🪜 Step by step

  1. Check the obviousNeighbours, mailbox, pick-up point, the photo the courier took. Then act within days — claims have deadlines.
  2. Write to the sellerNot the courier. Order number, tracking, what happened, redelivery or refund, 14 days.
  3. Paid by card or PayPal?Open a dispute — "item not received" is covered and the money is refunded while the seller argues with the courier.
  4. Seller refuses: Livro de Reclamações eletrónico — DGCThe consumer body confirms the rule and can mediate; cross-border: Centro Europeu do Consumidor Portugal.
  5. Courier behaviour: ANACOMRepeated non-delivery, fake "not at home" notes, damaged parcels — that is for the postal regulator, after the courier's complaint desk.

📇 All contacts

Livro de Reclamações eletrónico — DGCComplaint to the seller with a mandatory answerWhen the shop points you to the courier🔗 www.livroreclamacoes.pt
Centro Europeu do Consumidor PortugalSellers in other EU countriesOrder from a shop outside Portugal📞 21 356 47 50🔗 cec.consumidor.pt
ANACOMPostal regulator, complaints about CTT and couriersAfter complaining to the courier📞 800 206 665🔗 www.anacom.pt

❓ Frequently asked

The tracking says "delivered"

That is not proof you received it. The seller must show delivery to you or a person you authorised. Ask for the delivery photo and signature.

I sent a parcel and it got lost

Then you are the customer of the courier: file a claim with them within their deadline (often 7–30 days); compensation depends on the service and declared value.

The seller is a private person

Consumer rules do not apply. If you paid through the platform, use its buyer protection; otherwise it is a civil claim — and possibly a scam, see the scam page.

📎 Sources

Last checked: 2026-09-26

🔎 Common searches

Recognise your own search? The answer above covers all of these.

  • “parcel not delivered who is responsible Portugal”
  • “complaint courier Portugal”
  • “package says delivered but not received”
  • “webshop not sending order”
  • “postal regulator complaint”

🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

🔗 Related questions

✉️Write my letter: Order not delivered · Complaints→📦Faulty goods, no refund→💳Scammed online→📬Wrongly delivered mail→📶Phone or internet contract→

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