My parcel never arrived — who do I complain to? · Belgium

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, FOD Economie — Meldpunt (0800 120 33) advises on your consumer rights in Belgium; for a seller in another EU country, Europees Consumentencentrum België (02 542 33 46). Complaints about the courier itself (lost, damaged, thrown in the garden) go to Ombudsdienst voor de Postsector, the postal regulator, after the courier's own complaint procedure.

Call firstFOD Economie — Meldpunt

Report toEuropees Consumentencentrum België

If that failsOmbudsdienst voor de Postsector

🗣️ 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: FOD Economie — MeldpuntThe consumer body confirms the rule and can mediate; cross-border: Europees Consumentencentrum België.
Courier behaviour: Ombudsdienst voor de PostsectorRepeated non-delivery, fake "not at home" notes, damaged parcels — that is for the postal regulator, after the courier's complaint desk.

📇 All contacts

FOD Economie — MeldpuntAdvice: the seller is liable until handoverWhen the shop points you to the courier📞 0800 120 33 🔗 meldpunt.belgie.be

Europees Consumentencentrum BelgiëSellers in other EU countriesOrder from outside Belgium📞 02 542 33 46 🔗 www.eccbelgie.be

Ombudsdienst voor de PostsectorComplaints about bpost and couriers after their own complaints deskLost, damaged, repeatedly not delivered📞 02 221 02 20 🔗 www.omps.be

❓ 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 Belgium”
“complaint courier Belgium”
“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 Belgium

Before it goes wrongCan I?What is allowed, what is not, which permit you need — with the official source.Energy · BelgiumElectricity & gasThe rules that protect you as an electricity and gas customer in Belgium, 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?