Complaint about an online order that was never delivered (Spain)
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For a consumer in Spain who paid for an order online or by phone and has not received it within the agreed time or, if none was set, within 30 calendar days (art. 66 bis of the Spanish Consumer Protection Act, TRLGDCU). The letter gives the shop an additional period to deliver, announces that the contract will be ended and everything paid refunded if it does not, and invites it to negotiate as Spanish Organic Law 1/2025 requires before suing. Send it by burofax with certified content; if the shop only deals by e-mail, send it that way too. In Spanish.
- Made for use in Spain
- Last updated October 20, 2026
Published byDocMuse
When to use this document
- You paid for an order from an online shop in Spain and the parcel never arrived.
- The shop keeps postponing the delivery and does not answer your e-mails.
- The delivery date passed long ago and you now want your money back rather than the product.
- You want to give the shop a last deadline in writing to deliver the order.
What you fill in
The details the document asks for.
- Customer
- Customer's address
- Sender's DNI or NIE (Spanish identity number)
- Trader
- Trader's postal address (from its website's legal notice)
- City
- Date
- Order number
- Date of the order
- Description of the item
- Amount paid
- Promised delivery date or period (if any)
- Additional period for delivery (calendar days)
Common questions
- How long does an online shop in Spain have to deliver an order, and what if it does not?
- What was agreed and, if nothing was agreed, at most 30 calendar days from the purchase (art. 66 bis of the Spanish TRLGDCU). If it does not deliver, you give it an additional period suited to the circumstances, which is what this letter does; if it still does not deliver, you can end the contract. You can end it straight away if the shop refuses to deliver or the date was essential, such as a suit for a wedding. After termination the shop must refund everything without undue delay; if it delays, you can claim double the amount owed.
- How do I send this complaint in Spain to an online shop that only answers by e-mail?
- Send it by burofax with certified content to the postal address in the website's legal notice, which every online shop must publish: it proves what was sent and when, and is the safest proof of the attempt to negotiate that Spanish Organic Law 1/2025 requires before suing. If the shop only answers by e-mail, send the PDF that way too and keep the reply. The shop has thirty calendar days to answer the invitation to negotiate; you set the additional delivery period in the letter.
- What other routes do I have in Spain if an order does not arrive, and are there free models?
- The Spanish associations OCU and FACUA publish free model letters for undelivered orders, and if the shop is in another EU country the European Consumer Centre in Spain helps you free of charge and offers templates. If the shop does not answer, you can file a complaint with the consumer office (OMIC) or your region's consumer service, or ask for consumer arbitration if the shop accepts it. Also, in a distance purchase the 14 days to withdraw without giving reasons run from when you receive the product, not from the purchase.
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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