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Complaint about an order that never arrived (Ireland)

Ireland · in English · for consumers

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For a consumer in Ireland whose order from an online or high-street trader has not arrived. Under the Consumer Rights Act 2022 the trader must deliver as agreed or, if no time was agreed, within 30 days, and the goods stay at its risk until you have them, so a parcel lost on the way is its problem. The letter gives a final 14 days to deliver, after which you treat the contract as ended and a full refund is due, then the Small Claims procedure (up to €2,000). Send it by email and by registered post (An Post).

  • Last updated November 3, 2026
  • Document in English
Consumer
Notice & Demand
English
Ireland
Print & sign
1 page

Published byDocMuse

When to use this document

  • You paid for an order online in Ireland weeks ago and it still has not arrived.
  • The courier says the parcel was delivered but you never received it.
  • The shop keeps promising a new delivery date and never sends the goods.
  • You want to give the seller a last chance to deliver before asking for your money back.

What you fill in

The details the document asks for.

  • Sender
  • Sender's address
  • Town and county (e.g. Ennis, Co. Clare; or Dublin 8)
  • Sender's Eircode
  • Date
  • Trader
  • Trader's postal address
  • Order number
  • Date of the order
  • Description of the item
  • Price
  • Delivery date or period promised (blank if none)

Common questions

The tracking says delivered but my parcel never came — who is responsible in Ireland?
The trader. Goods stay at its risk until they are in your physical possession or that of someone you asked to receive them, unless you chose the carrier yourself; a parcel left with a neighbour you did not choose, or in a porch, can still be its problem. Ask the trader for the courier's proof of delivery, such as a photo or a signature, and send this letter.
Can I cancel an undelivered order in Ireland straight away?
Yes, if the trader refused to deliver, or if delivery by a set date was essential — because of the circumstances when you ordered, or because you told the trader so before you bought. Otherwise you give the trader a further period that suits the circumstances, as this letter does, and can end the contract if it is missed. Either way the trader must refund you without undue delay.
What else can I do in Ireland if a trader ignores me about an undelivered order?
If you paid by card, ask your card provider about a chargeback. The CCPC explains your rights free, and if the trader is in another EU country, the European Consumer Centre Ireland can take the matter up with it free (eccireland.ie). After the 14 days in the letter, the Small Claims procedure of the District Court takes claims up to €2,000, and you can apply online.

How you can sign this document

  • Print it and sign by hand. The signature lines in the document are left blank on purpose — sign on them in ink.
  • Sign it yourself with a qualified electronic signature. If you already hold a QES — Evrotrust, B-Trust, StampIT, ZealiD or any qualified provider on the EU Trusted List, on a card, a USB token, in a mobile app or in the cloud — our signing guide explains step by step how to sign this exact file without invalidating it. Step-by-step help, and a way to check it worked

DocMuse sells documents, not legal advice. Acceptance always depends on the recipient's rules and your local law.

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