Shopping online in Europe can save you money and help you discover brands you may not find at home. But before ordering from another European country, it is worth checking delivery times, return rights and VAT. How long should delivery take? Can you send the item back? Why might the tax shown at checkout differ from what you expected?
This guide answers those questions in plain language, using the EU’s official consumer information, so you know what to check before you click Buy.
Short answer: within the EU, most online orders come with a 14-day right to cancel, a legal guarantee of at least two years, and a 30-day delivery deadline if no date was agreed. VAT is usually charged for the country the goods are delivered to. Buying from outside the EU is different: VAT and customs charges are always due.
Delivery when shopping online in Europe
If the shop and you have not agreed on a delivery date, the seller should deliver within 30 days. If the goods do not arrive, you can give the seller a reasonable extra time limit. If they still do not deliver, you can end the contract.
That is the safety net. In practice, check three things before you pay: the estimated delivery date, the delivery cost for your country, and whether your country is listed at all. Some shops do not deliver everywhere.
Returns: the 14-day right to cancel
When you buy online, you can cancel and return your order within 14 days, for any reason and without explaining why. For goods, those 14 days start on the day you receive them, not the day you order.
Two details catch people out:
- Return costs: you may have to pay for returning the item. The shop’s return terms say whether it does or you do, so read them before you order, not after.
- Not everything can be cancelled. The right does not cover, for example, plane, train and concert tickets, hotel bookings and car rental for specific dates, grocery-type deliveries, goods made to order or clearly personalised, sealed audio, video or software once you open it, and goods bought from a private person instead of a company. The list is not complete, so check the terms for unusual items.
What to do: start a return the way the shop describes it, and keep proof of postage until your refund arrives.
Faulty items: the legal guarantee
Goods bought online in the EU come with a legal guarantee of at least two years at no cost to you. National rules can give extra protection, so the exact details depend on the country. If something is faulty or is not what was described, contact the seller first and keep your order confirmation and photos.
VAT: why the price may change
For most online purchases of goods from a seller in another EU country, the seller has to charge the VAT of the country where the goods are delivered, not the seller’s own country. The EU’s own example: a Dutch buyer who orders a book from an Irish shop pays Dutch VAT at 9%, not Irish VAT at 0%.
Some goods follow other rules. Second-hand items, works of art, collectors’ items and antiques are excluded from this destination-VAT rule. For alcohol and tobacco, the price should already include excise duty. A price that looks far too low is a reason to check that duty was paid, because goods can be seized by customs if it was not.
Buying from outside the EU
The rules change when the shop is outside the EU. According to the EU’s consumer portal, VAT, customs and excise duty are always due on goods bought online from outside the EU. These charges may be added at checkout or collected when the parcel arrives, so compare the full cost, not just the item price.
Before you click Buy
- Check that the shop delivers to your country, and note the delivery date and cost.
- Look at the total on the last step. VAT, delivery and any extra charges should be clear.
- Read the return conditions: who pays for return shipping and how to start a return.
- Check who the seller is. A company should show its name, address and contact details. The 14-day right to cancel does not cover goods bought from a private person.
- Keep your order confirmation, receipt, tracking and delivery proof.
If you are also using a discount code, check the terms of the offer too. Our guide on why coupon codes stop working covers the usual causes.
FAQ
Is the 14 days counted from the order date?
For goods, no. The 14 days start on the day you receive them.
Who pays for return shipping?
You may have to. The shop’s return terms say who pays, so read them before you order.
Can I return anything within 14 days?
No. Tickets, hotel bookings, personalised goods, opened sealed software or media and some other items are exceptions, and goods bought from a private person are not covered.
How long is the legal guarantee?
At least two years for goods bought online in the EU. National rules can offer more protection.
Do I pay VAT again when a parcel comes from another EU country?
For most cross-border online purchases, the seller charges the VAT of the country where the goods are delivered, so the price at checkout should already include it. If a parcel comes from outside the EU, VAT and customs charges are always due.
This article gives general information based on the EU’s Your Europe portal. It is not legal advice, and details can differ by country and by shop. Check the shop’s own terms before you order.
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Sources
- Your rights when shopping, Your Europe
- VAT – Value Added Tax, Your Europe
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