Delivery reminder and termination for goods not delivered (Italy)
Published byDocMuse
This document is in Italian
The PDF you download is in Italian — that is the language it has to be filed in, so it is not translated. Everything on this page is here to tell you what it says.
For a consumer in Italy who paid for an online order, or for goods to be delivered home, and has not received them by the promised date or, failing one, within 30 days: you invite the seller to deliver by a new, appropriate deadline and announce that otherwise you will terminate the contract and ask for everything paid back (Article 61 of the Italian Consumer Code). The risk of loss in transit stays with the seller until delivery (Article 63). Send this Italian letter by registered post with proof of receipt or by PEC to the seller’s certified address.
- Made for use in Italy
- Last updated October 14, 2026
Fill out the form
Your answers stay on this device for 7 days, or until you clear them.
Your answers appear in place as you type. The full wording is in the PDF you download.
When to use this document
- You paid for an online order in Italy and the parcel never arrived.
- The shop keeps postponing delivery and does not answer your e-mails.
- The courier marks the parcel as delivered, but you never got it.
- You want to give the seller a final deadline and then get your money back.
What you fill in
The details the document asks for.
- Customer
- Customer's address
- Sender's codice fiscale (Italian tax code)
- How the letter is sent (printed above the recipient)
- 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
- Delivery date promised (if one was given)
- New delivery deadline given
Common questions
- How long does a seller have to deliver an online purchase in Italy?
- The agreed time or, if none was given, thirty days at most from the conclusion of the contract (Article 61 of the Italian Consumer Code). Once that has passed, you invite the seller to deliver within an additional period appropriate to the circumstances, which this letter sets as a date; Italian consumer associations also publish free models. If the seller has refused to deliver, or the date was essential and you had said so, termination can be immediate.
- The courier says the parcel was delivered but it never reached me: who is responsible in Italy?
- The seller. When the seller arranges shipping, the risk of loss or damage passes to the consumer only when you, or a person you named other than the carrier, take physical possession of the goods (Article 63 of the Italian Consumer Code). The exception is a carrier you chose yourself that the seller did not offer. Ask the seller for proof of delivery bearing the signature of whoever took the parcel, and do not accept being sent to the courier.
- What do I do in Italy if the parcel arrived but contains something other than what I ordered?
- A product other than the one ordered does not conform to the contract: the legal guarantee for consumer goods applies (Articles 128 ff. of the Italian Consumer Code), and you can ask the seller to replace it with the right one free of charge, using the letter requesting repair or replacement. If you bought at a distance, you may also withdraw within fourteen days of delivery without giving reasons. Photograph the contents and the label before sending the parcel back.
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.
Related documents
- Complaint to a phone, internet or pay-TV operator (Italy)
For anyone in Italy with a landline, mobile, internet or pay-TV contract who disputes a bill, a charge never asked for, a fault, a slow line or a botched switch to another operator: the written complaint to the operator is the first step, and the operator must answer within 45 days. If the answer does not satisfy you, conciliation on AGCOM’s ConciliaWeb platform, through your region’s CORECOM, is free, online and compulsory before going to court. Send this Italian letter by PEC to the operator’s certified address or by registered post with proof of receipt; the complaints channel in the service charter also counts.
- Notice cancelling an insurance policy (Italy)
For anyone in Italy who wants to end an insurance policy – home, accident, liability, health – at expiry so that it does not renew tacitly, or to withdraw from a policy lasting more than five years once five years have passed (Article 1899 of the Italian Civil Code). The notice period is the one the policy sets and counts from receipt of the letter. Motor liability insurance, by contrast, needs no notice: it never renews tacitly. Many insurers also accept cancellation free of charge from the customer area or through the agent. Send this Italian letter by PEC to the insurer’s certified address or by registered post with proof of receipt.
- Written complaint to an electricity, gas or water supplier (Italy)
For anyone in Italy with an electricity, gas or water contract who disputes a bill, a catch-up charge, a wrong meter reading or a poor service: the written complaint to the supplier or water operator is the first, free step, and without it the conciliation procedure is not open. For electricity and gas the supplier must give a reasoned reply within 30 days; if it does not satisfy you, the ARERA conciliation service is free, online and compulsory before going to court. The supplier also offers its own complaint form. Send this Italian letter by PEC to the supplier’s certified address or by registered post with proof of receipt.
- Cancelling a gym membership or another subscription (Italy)
For anyone in Italy who wants to end a subscription – gym, swimming pool, magazine, online service – or stop it renewing: the letter gives notice at expiry, withdraws on the contract’s terms or, if a documented illness or injury prevents you from using the service, asks for termination because performance has become impossible (Articles 1463 and 1464 of the Italian Civil Code). Italy has no specific law on gyms: the contract and the Italian Consumer Code’s rules on unfair terms decide. Many providers state in the contract how to cancel. Send this Italian letter by PEC to the company’s certified address or by registered post with proof of receipt.
- Notice of withdrawal from an online or off-premises purchase (Italy)
For a consumer in Italy who bought online, by phone, by mail order or from a doorstep seller and has changed their mind: you withdraw within 14 days without giving reasons (Article 52 of the Italian Consumer Code) and ask for everything you paid back within 14 days. The model form the seller must give you and, for contracts concluded from 19 June 2026, the «Recedere dal contratto qui» button on shopping websites are free and enough on their own. This Italian letter leaves written proof: send it by registered post with proof of receipt (raccomandata A/R) or by PEC to the seller’s certified e-mail address.
- Claim for compensation for a cancelled or delayed flight or denied boarding (Italy)
For a passenger whose flight was cancelled with less than 14 days’ notice, arrived three hours or more late, or who was denied boarding: you ask the airline that operated the flight for 250, 400 or 600 € per person, depending on distance (EU Regulation 261/2004), unless there were extraordinary circumstances. It covers flights leaving an EU airport and flights into the EU on a European airline. Many airlines offer a free online form; with no answer within six weeks, a complaint to Italy’s civil aviation authority ENAC is free and online. This Italian letter goes by registered post with proof of receipt, or by PEC if the airline has a certified address.