Draft – still to be checked by a lawyer
Draft: this text is still being reviewed by a lawyer. Your statutory rights as a consumer always apply, even if something is missing here.
Complaints and disputes
How to solve a problem, and where to turn if that does not work.
First: report it through your order
Report a problem through your order on Arrivi. The seller responds within the deadline of your country. While your report is open, we do not pay the seller. If the seller does not resolve it, Arrivi decides.
Then: a dispute body or the courts
If that does not work, you can turn to a dispute body in your country (see the table) or to the courts. The European ODR platform for online disputes closed on 20 July 2025; for cross-border help, contact the European Consumer Centre in your country.
| Country | Dispute body | Complaints portal |
|---|---|---|
| Austria | Internet Ombudsstelle | |
| Belgium | Consumentenombudsdienst / Service de Médiation pour le Consommateur | |
| Bulgaria | Комисия за защита на потребителите (KZP) | |
| Croatia | No general body: contact the European Consumer Centre | |
| Cyprus | Υπηρεσία Προστασίας Καταναλωτών | |
| Czechia | Česká obchodní inspekce (ČOI), adr.coi.cz | |
| Denmark | Forbrugerklagenævnet | |
| Estonia | Tarbijavaidluste komisjon (TTJA) | |
| Finland | Kuluttajariitalautakunta | |
| France | Médiateur de la consommation | |
| Germany | Universalschlichtungsstelle des Bundes | |
| Greece | Συνήγορος του Καταναλωτή (Consumer Ombudsman) | |
| Hungary | Békéltető testület | |
| Ireland | No general body: contact the European Consumer Centre | |
| Italy | No general body: contact the European Consumer Centre | |
| Latvia | Patērētāju tiesību aizsardzības centrs (PTAC) | |
| Lithuania | Valstybinė vartotojų teisių apsaugos tarnyba (VVTAT) | |
| Luxembourg | Médiateur de la consommation | |
| Netherlands | De Geschillencommissie | |
| Poland | Inspekcja Handlowa | |
| Portugal | Centros de arbitragem de conflitos de consumo | www.livroreclamacoes.pt |
| Romania | ANPC – SAL | reclamatiisal.anpc.ro |
| Slovakia | Slovenská obchodná inšpekcia (SOI) | |
| Slovenia | No general body: contact the European Consumer Centre | |
| Spain | Junta Arbitral de Consumo | |
| Sweden | Allmänna reklamationsnämnden (ARN) |