My online order hasn't arrived — what can I do in Austria?
You have clear rights — set a grace period, then withdraw and get a refund. If the online order doesn't arrive on time, it's a delivery delay: set the seller a reasonable grace period in writing (usually 1–3 weeks). If it passes without delivery, you may declare withdrawal from the contract and demand a full refund. For online/distance purchases you also have a 14-day right of withdrawal with no reason needed. The trader bears the transit risk until the goods reach you — a lost parcel is their problem. Refunds use the same payment method and are due promptly. In short: yes — you never have to wait indefinitely.
📋 The rules
- On delay: set a reasonable grace period (1–3 weeks)
- Then withdraw and get a full refund
- Online also: 14-day withdrawal with no reason
- Refund within 14 days, same payment method
- The trader bears the transit risk
🔓 Exceptions
- Firm-deadline deal: immediate withdrawal, no grace period
- Custom-made/hygiene/digital: no 14-day withdrawal
- If the trader is at fault, damages are also possible
⚠️ Penalties & fines
Key deadlines: the 14-day withdrawal window and the refund within 14 days of withdrawal. Send the grace period and withdrawal by registered post with proof of receipt to secure evidence. The Chamber of Labour and the European Consumer Centre offer free template letters. Beware a myth: "once I've paid, I must wait however long the shop takes" is false — you can set a deadline, then withdraw and reclaim your money; you're never bound to wait indefinitely. Tip: if the trader culpably caused the delay, you can also claim the extra cost of a replacement purchase as damages.
📎 Official sources
- Chamber of Labour · delivery delay →
- European Consumer Centre · delivery delay →
- oesterreich.gv.at · consumer protection →
❓ Frequently asked
What do I do if the order doesn't come?
Set the seller a reasonable grace period in writing, often one to three weeks. If they still don't deliver, you can declare withdrawal from the contract and demand a full refund of the money already paid. You aren't obliged to wait indefinitely.
Does the 14-day withdrawal apply here too?
Yes, for online and distance purchases you also have a 14-day right of withdrawal under the distance-selling law, with no reason needed. Exceptions include custom-made items, quickly perishable goods, unsealed hygiene goods and digital content already started.
Who is liable if the parcel is lost?
The trader bears the risk of loss or damage in transit until the goods reach you as a consumer. A lost parcel is therefore the seller's problem, not yours. You can demand delivery or a refund.
How quickly must I get my money back?
After a valid withdrawal the refund is due promptly and generally within 14 days, using the same payment method you used. Goods that still arrive after a withdrawal can be returned at the trader's cost.
Can I also claim damages?
Yes. If the seller culpably caused the delivery delay, you can also claim damages, such as the extra cost of a replacement purchase if you had to buy the goods elsewhere at a higher price. Keep receipts and your correspondence for this.
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