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, OMIC / Consumo (consumo.gob.es) advises on your consumer rights in Spain; for a seller in another EU country, Centro Europeo del Consumidor en España (91 822 45 55). Complaints about the courier itself (lost, damaged, thrown in the garden) go to CNMC — reclamaciones servicios postales, the postal regulator, after the courier's own complaint procedure.

Call firstOMIC / Consumo

Report toCentro Europeo del Consumidor en España

If that failsCNMC — reclamaciones servicios postales

🗣️ 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

Check the obviousNeighbours, mailbox, pick-up point, the photo the courier took. Then act within days — claims have deadlines.
Write to the sellerNot the courier. Order number, tracking, what happened, redelivery or refund, 14 days.
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.
Seller refuses: OMIC / ConsumoThe consumer body confirms the rule and can mediate; cross-border: Centro Europeo del Consumidor en España.
Courier behaviour: CNMC — reclamaciones servicios postalesRepeated non-delivery, fake "not at home" notes, damaged parcels — that is for the postal regulator, after the courier's complaint desk.

📇 All contacts

OMIC / ConsumoAdvice: the seller is liable until handoverWhen the shop points you to the courier🔗 www.consumo.gob.es/es/consumo/informacion-consumidores

Centro Europeo del Consumidor en EspañaSellers in other EU countriesOrder from a shop outside Spain📞 91 822 45 55 🔗 cec.consumo.gob.es

CNMC — reclamaciones servicios postalesPostal regulator, after the complaint to the operatorRepeated failed deliveries, lost or damaged parcels🔗 www.cnmc.es/consumidores/postal

❓ 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 Spain”
“complaint courier Spain”
“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

Your tools for Spain

Before it goes wrongCan I?What is allowed, what is not, which permit you need — with the official source.Energy · SpainElectricity & gasThe rules that protect you as an electricity and gas customer in Spain, and who to contact. Every fact is checked on an official source.Recognise it firstIs dit veilig?Check a phone number, website or message against 47,000 scam dossiers.

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