# Parcel not delivered: complain to the online shop

Parcel missing from an online order? Learn who to contact, how to set an extra deadline, and what to do about cancellation, invoices and card payments.

Canonical: https://samfunnprep.no/en/articles/pakke-ikke-levert-nettbutikk-norge
Language: en
Publisher: SamfunnPrep
Author: Hlib Suslov
Published: 2026-10-05T16:12:15.383+00:00
Modified: 2026-10-05T20:22:29.474487+00:00
AI use policy: https://samfunnprep.no/ai-policy.txt

## Key takeaways

- Complain to the seller first For ordinary online shopping, the shop follows up goods you have not received even when a carrier transports them.
- Give a reasonable extra deadline If delivery is still missing after a reasonable additional deadline, you can normally cancel the purchase.
- Do not ignore the invoice Notify the seller and invoice issuer about the disputed claim in writing, and save all documentation.

If a parcel has not been delivered, complain to the online shop first. Ask for delivery within a reasonable additional deadline. If the product still does not arrive, you can normally cancel the purchase. Save the agreed delivery time, tracking and all messages.

## Who should you contact when a parcel is missing?

Contact the **seller**, meaning the online shop you ordered from. When the shop arranged ordinary delivery, it normally has to follow up a product you have not received.

Forbrukerkjøpsloven, the Consumer Purchases Act, regulates purchases between a private consumer and a business. As of 4 October 2026, risk in an ordinary purchase involving delivery generally transfers when you physically receive the goods. This appears in [sections 7 and 14 of the Consumer Purchases Act](https://lovdata.no/lov/2002-06-21-34).

An important exception applies if you appoint a carrier that the seller did not offer. Risk can then transfer earlier. This guide primarily concerns ordinary orders where the online shop offers the delivery method.

You can contact the carrier for tracking and practical information. However, being told to “deal with the postal service” does not automatically end the seller's responsibility. Ask the shop to confirm that it is investigating.

SamfunnPrep's guide to [withdrawal rights, complaints and warranties](https://samfunnprep.no/en/articles/forbrukerrettigheter-angrerett-reklamasjon) covers other common purchase problems. This article concerns goods that have not arrived.

## When is delivery late?

Delivery is late when the agreed delivery time has passed without the goods being delivered. If you agreed nothing else, goods must arrive without unnecessary delay and no later than 30 days after purchase.

This rule was checked as of 4 October 2026 in section 6 of the Consumer Purchases Act. An agreed longer delivery period can be valid. You should therefore save statements such as “made to order” and “in stock” before ordering.

Check the order confirmation and conditions applicable when you bought. Distinguish the dispatch date from the delivery date. A shop creating a shipping label does not by itself prove that the parcel was dispatched or received.

If tracking says “delivered” but you have no parcel, report this promptly. Check the agreed delivery location and whether someone you designated accepted it. Request documentation showing where and how it was delivered.

Delivery without a signature may raise questions about the agreement. Do not assume you automatically win or lose the case. Describe the agreement and actual events in writing.

## Give the online shop a reasonable additional deadline

Normally ask the seller to deliver within a **reasonable additional deadline**. This is an extra period after the original delivery time has passed.

Section 23 of the Consumer Purchases Act normally allows cancellation if the seller does not deliver within this period. The Act does not set one extra deadline suitable for every product. The goods, previous delay and possibility of delivery matter.

You can write:

> I ordered [product] with order number [number]. The agreed delivery date was [date]. The goods have not been delivered. I ask for delivery within a reasonable additional deadline, no later than [date]. Please confirm how you are following up the order.

Choose the date according to the case. A date you write yourself is not automatically reasonable merely because it appears in your message. Ask for advice if the product is expensive or the seller disputes the deadline.

There are exceptions to the requirement for an extra deadline. For example, you can cancel without one if the seller refuses to deliver. The same may apply when delivery at the agreed time was essential to the agreement. If a specific date is essential, say so before purchase and save the confirmation.

## What does cancelling the purchase mean?

**Cancellation**, called heving in Norwegian, ends the purchase because of the seller's delay. You request repayment because the conditions for cancellation are met.

When the reasonable additional deadline expires without delivery, send another message. Say that you are cancelling the purchase and requesting a refund. Provide the order number, amount and message setting the deadline.

Do not confuse this with simply wanting to cancel an order. A right of withdrawal is also a separate legal basis. A clear message makes it easier to demonstrate what you claimed and why.

If the parcel arrives after you have requested cancellation, contact the seller before using the product. Ask for written return instructions. Accepting and using it without clarifying the situation may create another disagreement.

Compensation for additional expenses is different from repayment of the purchase price. You need documentation of the loss and the basis for claiming it. You are not automatically entitled to every additional cost of a more expensive replacement purchase.

## What should you do with the invoice?

You can withhold payment to secure a claim resulting from delay, subject to the legal conditions. Inform both the seller and invoice issuer about the disputed claim in writing.

As of 4 October 2026, section 20 of the Consumer Purchases Act says you cannot withhold obviously more than necessary. If some of the order has arrived, you must therefore assess the amount individually.

Do not leave an invoice unanswered. Say that the goods are missing and that you dispute the claim or ask for processing to be paused. Attach the order confirmation and complaint to the seller.

A payment service may have its own features for reporting a problem. Use them in addition to notifying the seller. Monitor replies and deadlines, even if you believe the case is on hold.

If you receive a debt collection claim, SamfunnPrep's guide to [debt collection and disputed claims](https://samfunnprep.no/en/articles/inkasso-norge) is relevant. A debt collection letter should not be ignored either.

## When can the bank help?

In some cases, the bank can process a **card complaint** if you paid by card and the seller does not resolve the problem. You must first try to resolve the matter with the seller.

Forbrukerrådet, which advises consumers, explains [card complaints and payment methods](https://www.forbrukerradet.no/forside/okonomi-og-betaling/kortreklamasjon/). Rights for credit purchases and schemes for certain debit cards have different foundations. Do not assume every card payment is handled alike.

Contact the bank promptly when the seller rejects the claim or fails to resolve the problem. Send proof of purchase, payment information, tracking and correspondence. Some card schemes may have short deadlines set by the bank.

## Gather evidence and choose your next step

A complete overview makes a complaint easier to process. Keep the order, agreed delivery time, payment evidence and all replies.

For a Norwegian online shop, Forbrukertilsynet, the consumer authority, can be the next complaint route if you cannot agree. Forbruker Europa, the office for cross-border shopping, can help with eligible purchases in the EU or EEA. EU means European Union, and EEA means European Economic Area. Check procedures and any fees with the appropriate body.

Use [SamfunnPrep's tools for practical tasks](https://samfunnprep.no/en/verktoy) as a starting point for your own deadline list. Note when you complained, which date you set and who should respond. You can then follow up without explaining everything again each time.

## FAQ

### Should I complain to the shop or the carrier?

Complain to the seller first. With ordinary delivery arranged by the shop, the seller normally remains responsible until you physically receive the goods. Independently arranged transport can have different rules.

### Do I always have to wait 30 days?

No. The agreed delivery time applies. If you agreed nothing else, delivery must be without unnecessary delay and within 30 days, as of 4 October 2026.

### How long must the extra deadline be?

It must be reasonable for the particular case. There is no single statutory extra deadline for every product. You can normally cancel if the seller does not deliver within it.

### Can the bank refund my money?

A card complaint may be possible with certain payment methods when the seller does not resolve the issue. Complain to the seller first and contact the bank promptly with documentation.

## Sources

- [Lov om forbrukerkjøp](https://lovdata.no/lov/2002-06-21-34)
- [Netthandel](https://www.forbrukerradet.no/forside/okonomi-og-betaling/netthandel-misfornoyd/)
- [Kortreklamasjon](https://www.forbrukerradet.no/forside/okonomi-og-betaling/kortreklamasjon/)

Citation: Hlib Suslov, "Parcel not delivered: complain to the online shop", SamfunnPrep, 2026-10-05T16:12:15.383+00:00, https://samfunnprep.no/en/articles/pakke-ikke-levert-nettbutikk-norge