Shipping and delivery
If you don't collect your purchase straight away or have ordered it for delivery at home the trader should deliver it to you within 30 days – unless you specifically agreed on a different delivery time.
Delivery costs
You must always be clearly informed of the total price for your purchase, including delivery and other related costs.
A trader may charge you a different price to deliver items to another EU country. This can be justified, as postal charges are not the same in all EU countries. Before you buy your goods, the trader must inform you about which cross-border delivery options are available to you and how much they cost.
You must give your explicit consent to any additional costs, for example if the trader wishes to offer you express delivery, or gift wrapping. Using a pre-ticked box on the trader's website does not constitute such consent and you would be entitled to reimbursement of any payment which has been collected in this way.
Damaged goods
The trader is responsible for any damage to your goods from the time they are dispatched until you receive them.
Therefore, if when you receive something that you ordered, you discover your goods are faulty or don't work as they should, you are entitled to ask for them to be repaired, replaced, or, where neither is possible, you can ask for a price reduction or refund.
Remember that you always have a 2-year minimum guarantee at no cost, regardless of whether you bought your goods in an actual shop or elsewhere, for example online, by catalogue or by phone. Find out more about guarantees and returns.
Missing delivery
If you don't receive your goods within 30 days, or within the agreed time, you should remind the trader giving them an additional, reasonable time limit to deliver. For example, if the trader has informed you that your delivery is delayed by a week because of problems with his suppliers you should consider giving him that extra week.
If the trader still doesn't deliver within the extended deadline then you're entitled to terminate your contract and be reimbursed as soon as possible. You don't have to give the trader extra time if they refuse to deliver or when an agreed delivery period is essential, for example, if you need the goods for a specific event, such as a dress for a wedding, and you have informed the trader of this in advance.
Sample story
You can cancel an order if goods aren't delivered at the agreed time
In mid-November Andrej from Slovakia ordered a case of wine online from Italy for his family's Christmas celebrations. Christmas came and went, without the wine being delivered.
As the product was not delivered within 30 days, even though he had reminded the trader and given him some extra time to deliver, Andrej is entitled to a refund from the trader.
Parcel delivery charges
Companies in the EU delivering parcels cross-border have to submit their public price list every year for publication in an EU tool. You can use this tool to check parcel delivery services you can use when you send a parcel within the EU. The tool only covers letters and parcels weighing at least 500g and up to 5kg.
To see the available companies and their prices simply select your country, the country where you want to send your parcel, and a parcel type from the options below.
Warning
You should always check the final price offer with the parcel delivery company, as their exact price may require precise information, such as the dimensions or weight of your parcel and the postcode in the country where you're sending it. All prices are displayed in the local currency and exclude VAT. Price information is updated every year on 31 March.