Late delivery of a product

You have the right to demand that the company fulfils its part of the agreement and delivers what you hav purchased. At the same time, you can claim compensation for costs incurred due to the delay. You can also withhold payment.

Who do you complain to about the delay?

The main rule is that the company you bought the product from is responsible for the package until it reaches you (or until you pick it up from the postal agent).

Is the delivery late or does it go missing during transport? Then you direct your claims to the company you bought the product from. It doesn't matter if someone else, such as the shipping company, caused the product to be late or missing.

What can you demand?

You can primarily demand that the company fulfils its part of the agreement and delivers your item. In some cases, you may also have the right to cancel the agreement.

When can you cancel the purchase?

You can cancel the purchase if the company cannot deliver the item within a reasonable time from when you complained about the delay. You also have the right to cancel the purchase if the delay is of significant importance to you.

Examples of when the delay can be of significant importance:

• If you ensured at the time of purchase that the product could be delivered by a certain date (for example, if you asked the company).
• If the timing is clearly crucial for the purchase, such as if the product is to be used for a specific occasion.

Exceptions when the company does not have to deliver

There are exceptions when you cannot demand the company to deliver your product. For example, if obstacles beyond the company's control make it impossible for the company to deliver.

The company also does not have to deliver if you wait an unreasonable amount of time to complain about the delay.

How to handle the payment

You have the right to withhold payment for the product until you have received it. This serves as your security so that the company will deliver the product.

If you have already paid, you can only demand a refund if the purchase is cancelled.

Compensation due to the delay

The company should cover the costs you incur because the item is late. Examples include:

• loss of income if you have to stay home from work to receive the delivery
• unnecessary transports
• difference in cost for paid express shipping if the product is delivered with standard shipping despite this.

You can claim compensation for the actual costs, not for the inconvenience or time spent. The costs must be reasonable and directly related to the delay. You need to be able to provide evidence, such as receipts and invoices.

There are exceptions when you cannot claim compensation. This applies, for example, if something beyond the company's control makes it impossible for the company to deliver.

Coverage purchase

If the purchase is cancelled and you are forced to buy the product elsewhere at a higher price, you can claim compensation for the difference. This is called making a cover purchase.

You must make a cover purchase with care. Compare different options and choose a reasonable price. If you cannot find an identical product, it may be acceptable to buy an equivalent product. A product is often considered equivalent if it has comparable quality, features and price. A cover purchase should be made within a reasonable time from the cancellation of the purchase.

Contact the company in writing. You can, for example, send an email or SMS. This way, you can show what you have communicated and when.

Demand delivery

Demand that you receive what you have purchased as soon as possible. You can give the company a reasonable additional time, a final date by which the item should be delivered. You can also ask for a delivery date.

If you choose to call, you can summarize what was said and send it in an email to the company after the call. This way, you have a record of what was agreed upon. You can also record the call. This is allowed as long as you are a participant in the conversation.

Demand cancellation

Is the delay of significant importance to you? Then you can instead demand to cancel the agreement.

If you demand delivery and the company does not deliver within a reasonable additional time, you can demand cancellation.

Demand compensation

Write down the costs you want the company to compensate and explian why. You need to be able to prove the costs with documentation.

Notify that you are withholding payment

If you have received an invoice, you need to dispute it. Explain that you will not pay and why.

If you have received an invoice, you need to dispute it. Explain that you will not pay and why. When you pay by invoice or instalments, it is common for the payment to be handled by someone other than the company you purchased from. In that case, you need to inform both the company you purchased from and the company that issued the invoice that you are not paying.

If you have already paid for the item, you can demand a refund only when the agreement is cancelled.

If you do not receive your product despite your demands, you can instead demand to cancel the agreement.

Does the company not believe you have the right to cancel the agreement? Then you can turn to the National Board for Consumer Disputes (ARN) or court for an assessment.

Is the company denying you compensation? Then you can turn to the National Board for Consumer Disputes (ARN) or court for an assessment.

If you receive an incorrect invoice, it is important to dispute it in writing. You can also choose to pay under protest.

Dispute an invoice

If you have already paid (via card or credit)

You have the right to demand a refund when cancelling a purchase.

If you paid by card

If you paid by card, you can make a so-called chargeback request. Contact your bank to see if they can help you with a refund.

You can try to make a chargeback request regardless of the type of card you have used. However, if you paid with a credit card, you have stronger protection than if you used a regular debit card.

If you have paid by credit card or invoice

When you pay by credit card or invoice you have the right, according to the Consumer Credit Act, to get help from your credit provider if you encounter problems.

The law states that you can make the same demands on the credit provider as on the company. This means that you can demand a refund from the credit provider, such as the bank or the invoice company, if the company does not refund you.

Contact your bank or credit provider to find out how to proceed.

Are you neither receiving your item nor a refund? Then there may be ways to proceed.

If the company believes you do not have the right to cancel

Does the company think you do not have the right to cancel the agreement? Then you can turn to the National Board for Consumer Disputes (ARN) or court for an assessment.

Is the company denying you compensation? Then you can turn to the National Board for Consumer Disputes (ARN) or court for an assessment.

If you receive an incorrect invoice, it is important to dispute it in writing. You can also choose to pay under protest.

Dispute invoice

If the company does not respond to you

If you have not yet paid, you can dispute any invoice.

Dispute invoice

If you have paid by card or any form of credit, you may be able to get help from your bank/credit provider.

If you have paid via any form of credit, such as a credit card or invoice, you are protected by the Consumer Credit Act. This means you can make the same demands on your credit provider/bank as on the company. You can therefore demand a refund from your credit provider/bank if the company does not refund you. In such a case, contact the credit provider and explain that you want to use the right of objection under the Consumer Credit Act.

Getting your money back if you made a credit purchase

If you have paid with a debit card, the terms of the card determine what you are entitled to.

Getting your money back if you paid by card

If the company promised you a refund that is delayed

Did you pay by credit or card? Then you may be able to get help from your bank or credit provider.

If you have paid via any form of credit, such as a credit card or invoice, you are protected by the Consumer Credit Act. This means you can make the same demands on your credit provider/bank as on the company. You can therefore demand a refund from your credit provider/bank if the company does not refund you. In such a case, contact the credit provider and explain that you want to use the right of objection under the Consumer Credit Act.

Getting your money back if you made a credit purchase

If you have paid with a debit card, the terms of the card determine what you are entitled to.

Getting your money back if you paid by card

Apply for a payment order

If you cannot get help from your bank or credit provider, you can turn to the Enforcement Authority and apply for a payment order. A payment order can be a way to get help to get paid by someone who owes you money.

Contact the Enforcement Authority for more information.

Apply for a payment order on the Enforcement Authority’s website

Do you need help clarifying your rights or want to discuss how to proceed with your case? In that case, you can contact the municipality's consumer guidance, or the guidance provided by our national information service.

Municipality's Consumer Guidance

Many municipalities provide consumer guidance where you can seek free information and support. The assistance offered may vary from one municipality to another.

The Swedish Consumer Agency

If you need guidance, you can contact our national information service. We can provide information on your rights and what options you have to make progress. We provide independent guidance and therefore cannot assess your individual matter, resolve disputes or contact companies for you.

Contact us

If you are residing in Sweden and the company you have issues with is registered in another EU country, Norway, Iceland or the United Kingdom, you can receive free advice from ECC Sweden.

ECC Sweden is part of a network of consumer offices within the EU. In some cases, ECC Sweden may share the case with a sister office in another country to attempt to reach a solution through mediation.

Contact ECC Sweden

To get assistance with your case, you need to ensure that you have filed a written complaint to the company.

To ECC Sweden, you need to submit a description of the problem and documentation showing what has happened. Documentation is necessary if your case is to be shared with any sister office in another country. Remember to keep your originals and only send copies to ECC Sweden.

Send your case via email to: konsumenteuropa@konsumentverket.se

The email should include:

• Your first and last name and the name of the company you purchased from
• A description of the problem and how you want the company to resolve it
• The date you placed the order and the date you received it
• The price of the item/service and how you paid
• Documentation as evidence of your case

Examples of documentation:

• Agreement/terms of agreement
• Screenshots of advertisements
• Invoice/receipts for purchases
• Complaint or right of withdrawal notice

Once you have submitted your case, you will usually receive a response within approximately 1 month.

ECC Sweden cannot:

• Force a company to act according to the law. The work is based on the company being willing to cooperate with the ECC network to reach a resolution.
• Mediate in a case if we cannot identify the seller or if the seller refuses to cooperate with the ECC network.
• Act as legal representation or assist when the consumer has already initiated legal proceedings.
• Assist in purchases between businesses or purchases between individuals.

If you have any questions

ECC Sweden is part of the Swedish Consumer Agency. Do you need help clarifying your rights or want to discuss if and how you can proceed with your case? Then you can contact our information service.

Contact us

If you and the company cannot reach an agreement, you can file a complaint to the public authority The National Board for Consumer Disputes (ARN).

ARN will assess your case and make a recommendation on how to resolve the dispute. Most companies follow ARN’s recommendations.

A normal processing time is approximately six months.

What does it cost to file a complaint with ARN?

It costs SEK 150 to file a complaint with ARN. When you submit your complaint, you can request that the company compensates you for the cost if ARN makes a recommendation in your favour.

Requirements for ARN to consider your case

• The company has either rejected your claims or has not responded within a reasonable time.
• The amount you and the company are in dispute about is SEK 500 or more. You cannot include the application fee to ARN.
• You file the complaint within one year from the first time you complained to the company.

Submit a complaint on ARN's website

If you need help with your complaint

Sometimes, the municipal consumer advisors can assist you in making a complaint to ARN.

If you have gone through the steps in this process but still have a dispute with the company, you can take the dispute to court. In that case, you should contact the district court (tingsrätten). It costs money to file an application with the court.

For a dispute involving a claim of up to 29,400 Swedish kronor (half a price base amount in 2025), known as a simplified litigation or small claim, the application fee is 900 kronor. If the claim exceeds 29,400 kronor, or if the dispute does not concern a specific amount, the application fee is 2,800 kronor.

If you lose the dispute, you may be required to pay both your and the company's legal costs. However, in small claims, the costs you may have to pay are limited.

Learn how a lawsuit is handled in the district court on the website of the Swedish Courts