How Ship Things Back to Use From Europe
Five weeks ago I ordered an out-of-print book online. It was intended for my husband's birthday, which has now come and gone without the book arriving. What can I do?
If your contract does not specify the time of delivery, the item you ordered should be delivered within 30 days.
If it fails to arrive in time, you should contact the trader and give them another reasonable deadline. If they fail to meet this additional deadline, you can cancel your order.
However, there is no need to give the trader a further deadline if you told them in advance (before concluding the contract) that the book had to be delivered on time for your husband's birthday. If you have already paid, the trader is obliged to refund your money as soon as possible.
I ordered a CD which never arrived. When I contacted the trader, he said it was the fault of the postal service, not him. Is he right?
NO. The trader is responsible for the delivery of your purchase. It is the trader's responsibility to contact the delivery service and prove that the item was delivered. If they cannot prove this, the trader will either have to send you an identical item or give you a refund.
I live in France. Recently, I ordered a coat online from a firm in Germany. However, the invoice did not include the cost of shipping, so I had to pay extra when the coat arrived. Was this right?
NO. You should not have to pay the cost of shipping if it was not clearly indicated when you ordered the coat. Traders are obliged to indicate the total cost before you pay. No extra costs should be added once an item has been ordered.
I ordered a camera online. Now I've been charged extra for delivery. What can I do?
Traders are obliged to tell you the total cost of the product or service you're buying, including any extra charges. Shoppers are under no obligation to pay charges or other costs unless these were made clear before they placed their order. if you think you have been unfairly charged, you should contact the trader and ask for a refund of the costs. You can also contact the European Consumer Centre 
in your home country.
Goods that I bought online arrived damaged. What can I do?
When you shop online, you have the same rights as when you buy in a shop. iIf you buy goods that are faulty or don't work as they should, you are entitled to ask for them to be repaired, replaced, or, where neither is possible, you can ask for a price reduction or refund.
Check the terms and conditions and the returns policy on the trader's website. Contact them to explain the problem and ask for a solution. If you don't get a satisfactory response and the seller is based in the EU, you can contact your local European Consumer Centre in your home country.
I bought a guitar from an online shop, but it arrived broken. The trader doesn't want to send me a new guitar or give me a refund, since he says the damage is the shipping company's fault. Is he right?
NO. The trader is responsible for shipping your purchase and is therefore responsible for any damage that happens during transport. They are obliged to repair or replace your guitar, or to give you a refund.
Whenever you have goods delivered, it is always a good idea to check the condition they arrive in while the person who delivered them is there, so that a trader cannot claim that the damage occurred once the item was in your possession.
If you don't get a satisfactory response from the trader, you can contact your local European Consumer Centre or the one in the country where you bought the guitar.
I want to buy a new coat from a website, and have it delivered to me in France. The company has website for several EU countries, and I noticed that their prices are cheaper in the German version of their website than in the French version. Can I order from the German version for delivery to my French address?
It depends on the trader. All online traders have to explain their terms and conditions in a clear and understandable way on their website. These terms and conditions should explain the services they provide, including delivery options, and any restrictions. When you buy something, you usually agree to these conditions.
If, in the terms and conditions of the German website, the trader says that delivery is restricted to Germany, then they are not obliged to deliver to you in France. You should instead use the version of the website that allows delivery to France.
However, if the terms and conditions on the German and French websites are the same, i.e. they both include delivery to both countries, then you should be able to order from either version of the website and have the goods delivered to you in France.
I live in Belgium and want to buy a new mobile phone from a Dutch company. They have a "click and collect" service, so I can reserve my phone online and collect it from a shop 80km from where I live. When I try to reserve the phone online, my order is refused because I don't have a Dutch postal address. Is this allowed?
NO. EU geoblocking rules mean that traders cannot refuse you access to this kind of service just because you live in another country. You should be able to reserve your phone online and collect it from a shop in the Netherlands in the same way as Dutch citizens can.
If the trader refuses to allow you to use this service, you can contact your local European consumer centre for help.
How Ship Things Back to Use From Europe
Source: https://europa.eu/youreurope/citizens/consumers/shopping/shipping-delivery/faq/index_en.htm