A delivery that requires patience

Aug 31, 2021.

We are all familiar with the situation: after buying something online, you find that the ordered goods do not arrive at your home within the stated delivery time. In this article, we show you what you can do if your delivery is delayed.




If no fixed delivery date or no clear delivery period has been agreed, you should set the seller an appropriate time for delivery .




If the goods have not been delivered within the set period, this will be deemed a breach of the delivery terms by the seller. In the event of a delay, you will have a choice of rights. Inform the seller which right you have chosen. You can choose between the following rights:

  • Inform them that you no longer want the goods and are claiming compensation.
  • Tell them you still want the goods and will wait for delivery. However, you will claim compensation for any damage/loss incurred as a result of the delay.
  • Tell them you want to cancel the contract and get your money back.


If the seller does not rectify the situation after this correspondence, or if you need any assistance, please contact Fortuna.



If your package was shipped but has not arrived

If you have received proof of dispatch from the deliverer, we recommend that you contact the postal service or the relevant delivery agent immediately. If the package has been lost, you can claim compensation from the delivery agent. However, if the delivery agent can prove that the goods were posted through the letterbox, they will be relieved of any liability.


We therefore recommend that you ask the seller to send the goods “signed for”. In this case, the delivery agent must hand over the parcel in person and get the recipient’s signature, instead of posting it through the letterbox.


Please note: The tips in this article refer exclusively to consumer contracts, which are governed by the Swiss Code of Obligations. Please also note the regulations in the GTC.


“Consumer behaviour has changed. Today, many purchases are made online with a couple of clicks. The buyer can then expect quick and convenient delivery to their doorstep. A little patience is sometimes required. Still, if it is taking too long for the customer, they need to know what they can do about it.”


Andreas Cossalter, Head of First Touch Customer Experience, Fortuna Legal Protection


Our “First Touch Customer Experience” team at Fortuna is made up of legal specialists who are dedicated to the legal problems that our policyholders face in their day-to-day lives. The team offers you immediate legal assistance via the telephone hotline and also supports our policyholders with informative articles and useful letter templates on our website.