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

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, Neytendastofa (510 1100) advises on your consumer rights in Iceland; for a seller in another EU country, ECC Ísland (ecc.is). Complaints about the courier itself (lost, damaged, thrown in the garden) go to Fjarskiptastofa — póstmál, the postal regulator, after the courier's own complaint procedure.

Call firstNeytendastofa

Report toECC Ísland

If that failsFjarskiptastofa — póstmál

🗣️ 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: NeytendastofaThe consumer body confirms the rule and can mediate; cross-border: ECC Ísland.
Courier behaviour: Fjarskiptastofa — póstmálRepeated non-delivery, fake "not at home" notes, damaged parcels — that is for the postal regulator, after the courier's complaint desk.

📇 All contacts

NeytendastofaAdvice: the seller is liable until handoverWhen the shop points you to the courier📞 510 1100 🔗 www.neytendastofa.is

ECC ÍslandSellers in other EEA countriesOrder from outside Iceland🔗 www.ecc.is

Fjarskiptastofa — póstmálPostal regulatorAfter complaining to the courier📞 510 1500 🔗 www.fjarskiptastofa.is/postmal

❓ 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

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