← FFCheckComplaintsFR
Purchases · Luxembourg
Checked 2026-09-30

📦 My online order never arrived: what now in Luxembourg?

Short answer

Unless you agreed another date, the shop must deliver within 30 days. If it doesn’t, give it a final date in writing; if it still doesn’t deliver, you can end the contract and get all your money back. The shop — not the carrier — is responsible until the goods are in your hands.

⏱ DeadlineThe agreed date, or at the latest 30 days after the order. Then the extra date you set in your letter.

📜 Your rights

EUThe EU rule

EU consumer law applies in every EU country. Your country writes it into its own law — the national rule is below.

  • Unless agreed otherwise, the shop must deliver without undue delay and at the latest 30 days after the contract (Art. 18(1) Directive 2011/83/EU).
  • If it does not deliver on time, you ask it to deliver within an additional period that suits the circumstances; if it still does not, you may terminate the contract (Art. 18(2)).
  • You may terminate at once if the shop refused to deliver, or if the delivery date was essential and you had told the shop so (Art. 18(2)).
  • After termination the shop must refund all sums paid without undue delay (Art. 18(3)).
  • Until you (or someone you chose) have the goods, the risk of loss is the shop’s (Art. 20).
Official source: publications.europa.eu · Checked 2026-09-30

The rules in Luxembourg

Unless agreed otherwise, the trader must deliver without undue delay and at the latest 30 days after the contract. If it is late, ask it to deliver within an extra period suited to the circumstances; if it still fails, you may end the contract.

  • You may end the contract at once if the trader refused to deliver, if the delivery date was essential, or if you told the trader before the contract that a specific date was essential. (data.legilux.public.lu)
  • You must be refunded without undue delay; otherwise the amount due bears interest at the legal rate by law. (data.legilux.public.lu)
Law: article L. 213-2 du Code de la consommation
Official source: data.legilux.public.lu · Checked 2026-09-30

🪜 Step by step

  1. Check the trackingLook for “delivered” to a neighbour, a locker or a pick-up point, and ask the shop for the carrier’s proof of delivery.
  2. Set a final dateUse the letter below: it asks for delivery by a date you choose (14 days is common).
  3. Still nothing?Tell the shop you end the contract and want all your money back. If the date was essential or the shop refused, you can do that straight away (choose it in the letter).
  4. Paid by card?Ask your card issuer about a chargeback for goods not received.
  5. EscalateThe bodies under “If the trader does not answer”.

✉️ Your letter

Information, not legal advice. FFCheck is independent and not affiliated with any authority, court or company. The letter is a template filled with your details: you check it and send it yourself.

Fill in your details. The letter appears on this page: copy it into an e-mail or the trader’s contact form, or print it. Nothing you type is stored.

Name of the shop or company
e.g. “1 pair of running shoes, size 42”
What happened required
Your full name
Optional, but a letter by post needs it.
Language of the letter

🧭 If the trader does not answer

Give the trader the time in your letter. Then, in this order:

An out-of-court dispute body (ADR) can settle it. The trader has to tell you which ADR body covers it (on its website, terms or in its reply).

Service national du Médiateur de la consommationFree mediation with a trader established in Luxembourg after you tried to settle directly; usually within 90 days.🔗 mediateurconsommation.public.lu
Direction de la protection des consommateursGovernment consumer-protection service: informs consumers and carries out inspections and market controls.📞 +352 247 73700 🔗 mpc.gouvernement.lu

Trader in another EU country? The European Consumer Centre helps for free.

Centre Européen des Consommateurs GIE LuxembourgHelp with disputes with a trader in another EU country, Iceland or Norway.📞 +352 26 84 64 - 1 🔗 cecluxembourg.lu
Justice de paix – ordonnance conditionnelle de paiementSimplified payment order for money claims up to €15,000 against a debtor living in Luxembourg; no lawyer needed.🔗 justice.public.lu

European Small Claims Procedure: for cross-border claims up to €5,000, a written procedure without a lawyer. e-justice.europa.eu

The EU’s online dispute resolution platform (ODR) closed on 20 July 2025. Use the bodies on this page instead.

📇 Every office for this in Luxembourg →

❓ Frequently asked questions

The shop says the parcel is lost and I should ask the carrier. Is that right?

No. You have no contract with the carrier the shop chose; the shop carries the risk until you have the goods.

Tracking says “delivered” but I have nothing. What now?

Ask the shop for the carrier’s proof of delivery (signature, photo, place). Without it, the shop has not shown that you received the goods.

The shop has gone bankrupt. Does the letter help?

Usually not. See the page on a webshop going bankrupt in Who do I contact, and ask your card issuer about a chargeback.

📎 Sources

Checked: 2026-09-30

🔎 What people search

  • “order never arrived Luxembourg”
  • “parcel not delivered refund”
  • “shop not delivering what to do”
  • “online order late 30 days”
  • “non delivery letter”

🧭 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

📭Parcel arrived damaged→💶Refund not received→💳Unauthorised payment→↩️Return an online order→📇Every office for this in Luxembourg→

More free tools for Luxembourg

Who do I contact?Who do I contact?100+ things that go wrong — money, housing, work, safety, health, papers, government — and the one desk in Luxembourg that actually handles each: phone, site, and what to say when they pick up.Before it goes wrongCan I?What is allowed, what is not, which permit you need — with the official source.⚡Electricity & gasThe rules that protect you as an electricity and gas customer in Luxembourg, and who to contact. Every fact is checked on an official source.