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, PTAC (65452554) advises on your consumer rights in Latvia; for a seller in another EU country, Eiropas Patērētāju centrs Latvijā (ecclatvia.lv). Complaints about the courier itself (lost, damaged, thrown in the garden) go to SPRK — pasta pakalpojumi, the postal regulator, after the courier's own complaint procedure.

Call firstPTAC

Report toEiropas Patērētāju centrs Latvijā

If that failsSPRK — pasta pakalpojumi

🗣️ 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: PTACThe consumer body confirms the rule and can mediate; cross-border: Eiropas Patērētāju centrs Latvijā.
Courier behaviour: SPRK — pasta pakalpojumiRepeated non-delivery, fake "not at home" notes, damaged parcels — that is for the postal regulator, after the courier's complaint desk.

📇 All contacts

PTACAdvice: the seller is liable until handoverWhen the shop points you to the courier📞 65452554 🔗 www.ptac.gov.lv/lv/pateretaju-stridu-risinasana

Eiropas Patērētāju centrs LatvijāSellers in other EU countriesOrder from outside Latvia🔗 www.ecclatvia.lv

SPRK — pasta pakalpojumiPostal regulator, disputes with couriersAfter complaining to the courier🔗 www.sprk.gov.lv/pasts

❓ 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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🧭 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.

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