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

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, Υπηρεσία Προστασίας Καταναλωτή — 1429 (1429) advises on your consumer rights in Cyprus; for a seller in another EU country, Ευρωπαϊκό Κέντρο Καταναλωτή Κύπρου (ecccyprus.gov.cy). Complaints about the courier itself (lost, damaged, thrown in the garden) go to ΓΕΡΗΕΤ — Επίτροπος Ηλεκτρονικών Επικοινωνιών και Ταχυδρομείων, the postal regulator, after the courier's own complaint procedure.

Call firstΥπηρεσία Προστασίας Καταναλωτή — 1429

Report toΕυρωπαϊκό Κέντρο Καταναλωτή Κύπρου

If that failsΓΕΡΗΕΤ — Επίτροπος Ηλεκτρονικών Επικοινωνιών και Ταχυδρομείων

🗣️ 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: Υπηρεσία Προστασίας Καταναλωτή — 1429The consumer body confirms the rule and can mediate; cross-border: Ευρωπαϊκό Κέντρο Καταναλωτή Κύπρου.
Courier behaviour: ΓΕΡΗΕΤ — Επίτροπος Ηλεκτρονικών Επικοινωνιών και ΤαχυδρομείωνRepeated non-delivery, fake "not at home" notes, damaged parcels — that is for the postal regulator, after the courier's complaint desk.

📇 All contacts

Υπηρεσία Προστασίας Καταναλωτή — 1429Advice: the seller is liable until handoverWhen the shop points you to the courier📞 1429 🔗 www.consumer.gov.cy

Ευρωπαϊκό Κέντρο Καταναλωτή ΚύπρουSellers in other EU countriesOrder from a shop outside Cyprus🔗 www.ecccyprus.gov.cy

ΓΕΡΗΕΤ — Επίτροπος Ηλεκτρονικών Επικοινωνιών και ΤαχυδρομείωνPostal regulator, complaints about couriersAfter complaining to the courier🔗 www.ocecpr.ee.cy

❓ 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

🔎 Common searches

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