MISSING DELIVERY · NETHERLANDS
No delivery. But a bill has arrived?
Start with the seller: what delivery was agreed and what does the charge cover? Gather the order confirmation and delivery information so your request explains the problem clearly.
23 October 2026 · Grens Digital / Briefhelder
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Full explanation, next steps and a suitable editable reply where appropriate: €1.99 per letter. No subscription required.Identify exactly what is missing
- Is it the whole order or one item?
- What address and delivery period appear in the confirmation?
- Does tracking say delivered, in transit or only label created?
- Is there a collection notice, delivery photo or neighbour notification?
- Did you agree to a different delivery location?
Record what you actually checked. Tracking is evidence to investigate, not permission to invent a signature or receipt. Keep dated screenshots and the order reference.
Ask the seller to investigate
ACM ConsuWijzer directs consumers to the seller for a parcel lost in delivery. The seller should investigate the shipment. You can collect information without accepting being sent only to the carrier with no answer from the seller.
A carrier chosen independently, an agreed safe place or disputed receipt can add complications. Describe those arrangements accurately. This guide does not decide who bears the risk in your case. It concerns Dutch consumer purchases, not automatically private sales, business orders or other countries.
Do you still want delivery?
ACM states a 30-day delivery period unless a different period was agreed. Delay often requires a reasonable additional opportunity to deliver. The appropriate period depends on the order and previous arrangements.
The route may differ if timely delivery was essential and the seller knew, the seller refuses to deliver, or an additional opportunity has expired. Cooling-off rights may offer another route. Check the official delivery guidance before ending the purchase; a calendar date alone does not settle every case.
Example: tracking says delivered
Fictional situation: Jamie receives an €85 invoice. Tracking says delivered, but Jamie has no parcel and does not recognise the location in the photo. Jamie checks the order address and asks the seller to investigate the delivery records. The result is not yet known; Jamie does not accuse the driver of theft.
Sample letter requesting a delivery investigation
An original first response, not a notice terminating the purchase. Use only facts you can confirm. Consider whether the seller needs the Dutch version.
To: [seller] From: [name and customer number] Date: [date] Subject: missing order [number] / invoice [number] Dear Sir or Madam, I have not received order [number], placed on [date]. The missing goods are [whole order / items]. I nevertheless received invoice or reminder [number] for €[amount]. My order confirmation lists [address] and the agreed delivery period [agreement]. The delivery information says [status]. I have checked [actual checks made]. Please investigate and share the relevant delivery records. Please explain your proposed solution and when I can expect the goods. Please also confirm in writing how the invoice and payment deadline will be handled during the investigation, and explain the basis for the demand while receipt is disputed. Please respond by [reasonable response date]. Kind regards, [Name] Attachments: [order confirmation and relevant delivery information]
The response date does not automatically create a final delivery deadline or suspend payment. If you want to set a final delivery period or end the purchase, choose that next step deliberately with suitable wording and checked conditions.
A payment provider or collector is contacting you
Notify the party demanding payment too. Send your specific explanation and relevant evidence, and ask which dispute process applies. Keep checking deadlines; do not assume the investigation pauses payment. See disputing a Dutch collection bill.
If you received the goods and returned them, use the return checklist. If you have no letter, you can first contact the seller directly without buying anything.
Prepare a focused response to the bill
See an explanation and possible next steps. Where appropriate, prepare an editable draft, check it, copy or download it and send it yourself.
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See my free preview →Sources and scope
Reading and writing help for Dutch consumer letters, not a complete legal assessment or a guarantee of a refund or cancelled charges. ACM sources checked on 23 October 2026. AI can make mistakes.