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Purchases · France
Checked 2026-09-30

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

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 France

Without an agreed date, the seller must deliver within 30 days of the contract. If it is late, give formal notice with a reasonable extra period; if it still fails, you can end the contract in writing. If the date was essential or the seller refuses to deliver, you can end it at once.

  • After termination the seller must refund all sums paid within 14 days at the latest. (legifrance.gouv.fr)
  • Instead of ending the contract, you may notify the seller that you suspend payment of all or part of the price until it delivers. (legifrance.gouv.fr)
Law: articles L216-1, L216-6 et L216-7 du code de la consommation
Official source: legifrance.gouv.fr · 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).

Médiateur de la consommation (Trouver un médiateur de la consommation)Free mediation with a trader after a written complaint; apply within one year of that complaint.🔗 service-public.gouv.fr
SignalConso (DGCCRF)Free public service to report problems with businesses; the DGCCRF does not settle individual disputes.🔗 signal.conso.gouv.fr

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

Centre Européen des Consommateurs FranceFree help with disputes with a trader in another EU country, Iceland or Norway.🔗 europe-consommateurs.eu
Tribunal judiciaire – litige d'un montant inférieur ou égal à 5 000 eurosClaims up to €5,000 by simple requête, no lawyer needed; conciliation or mediation must be tried first.🔗 justice.fr

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 France →

❓ 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 France”
  • “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 France→

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