Delivery of a good purchased in store by an individual from a professional

Verified 24 October 2025 - Directorate of Legal and Administrative Information (Prime Minister)

Delivery is the step by which a good purchased from a professional is delivered to you. It may relate to a purchase made in store or shop with immediate or delayed delivery. The seller must clearly indicate, before the conclusion of the contract, the date or delivery time. We present you the information to know. They also apply to goods containing digital elements (e.g. connected objects) and digital content provided on a physical medium.

Warning  

The rules are different for one purchase made remotely (on the internet, by mail order, by telephone or telepurchase).

In case of purchase in store with delayed delivery, the trader must communicate to the consumer the essential information on the goods and the delivery.

Before purchase

The professional must communicate to you, in a clear and understandable, the following information:

  • Delivery date or time
  • Total price of the good or service (including any costs)
  • Seller's identity and contact details (name, address,...)
  • Essential characteristics of the good or service
  • Terms of payment
  • Legal guarantees.

Example: a store vendor must tell you: “Delivery scheduled for June 5” or “Delivery within 10 days”.”

If no date is set, delivery must take place no later than 30 calendar days after the purchase.

At the time of purchase

The professional must provide you with a written confirmation (paper or electronic) mentioning:

  • Details of the product or service you purchased
  • Price
  • Shipping costs if applicable
  • Estimated delivery time or date.

The trader must prepare and deliver the goods within the agreed deadline.

If he has not specified a deadline, he must deliver without undue delay and no later than 30 calendar days following the conclusion of the contract.

It must also respect the agreed delivery method.

Example :

If you have chosen home delivery, the seller cannot require you to pick up the product from the store without your consent.

The following documents must be given to you at the time of delivery:

If one of these documents is missing, you can issue reservations on the delivery note.

Upon receipt of the property, check its condition.

If the good is damaged, non-compliant or incomplete, you can:

  • refuse delivery,
  • or note specific reservations on the delivery note. These reservations serve to attest to the problem and to facilitate recourse.

If you notice a defect after delivery, it is recommended to contact the professional quickly in writing (mail or e-mail) and attach your supporting documents (invoice, order form, etc.).

The seller must then correct the situation in a reasonable time.

In case of refusal or lack of response, you can invoke the legal guarantee of conformity, which requires the seller to deliver a complete and contract-compliant good.

You can ask:

  • the repair or replacement of the property,
  • or full or partial reimbursement if these solutions are not possible.

If the goods you have ordered are not delivered within the prescribed time, you must first contact the professional to inform him of the delay and ask him to proceed with the delivery within a new reasonable time. This can be done by registered mail, by email or via the customer service of the seller.

If the professional still does not respect this new deadline, you have the possibility to cancel the order. In this case, the contract is automatically terminated, i.e. it is considered as never having existed. The seller must then reimburse you in full, including delivery costs, within a maximum period of 14 calendar days from the date of your cancelation request.

Where the date or time of delivery constituted a essential condition of the contract (e.g. for the delivery of goods needed for a specific event such as a ceremonial outfit or a birthday gift), you can cancel immediately the order without having to set a new deadline.

The professional has 14 days maximum to reimburse you. If it does not, the sum is automatically increased:

  • 10 % if repayment is made no later than 30 days after that date,
  • 20 % if the refund is made no later than 60 days after that date,
  • 50 % later.

Yes, you can also request damages if you can prove harm.

Example :

  • You have ordered an appliance for a seasonal rental, but it is delivered late and you must buy or rent another to honor your commitments.
  • You have purchased an outfit for a wedding scheduled for a specific date, but it is delivered too late and unusable for the event.

In these cases, the additional cost or loss incurred may constitute compensable harm.

To claim damages, you must send a written claim to the professional (by registered mail with acknowledgement of receipt preferably), following the following steps:

  • Expose the breach (delay, non-delivery,...)
  • Describe the harm suffered
  • Attach supporting documents (invoices, emails, exchanges, photos, etc.).

FYI  

The amount of damages is set by the judge according to the actual damage suffered (and proven). This request may be cumulative with other remedies, such as termination of the contract or request for reimbursement.

If the problem persists, you can:

  • contact the customer service or the consumer mediator on which the seller depends,
  • enter a consumer association,
  • address you to the court of law.
Who shall I contact

A trader who fails to comply with his obligations to provide information, time limits or documents may incur an administrative fine of up to:

  • until €3,000 for a natural person
  • until €15,000 for a legal person.

The DGCCRF: titleContent is competent to verify and sanction such failures.

Who can help me?

Find who can answer your questions in your region

  • 0809 540 550 DGCCRF - ConsoResponse

    Are you experiencing a problem following a purchase? Do you have a question on a point of law before buying or ordering?

    You can get an answer from an agent of the DGCCRF: titleContent by calling the 0809,540,550.

    Opening hours of the service:

    Number not overtaxed

    • Monday and Tuesday: from 8.30am to 12.30pm and from 1.15pm to 5.15pm
    • Wednesday: from 1:15 pm to 5:15 pm
    • Thursday: from 8:30 to 12:30
    • Friday: from 8:30 am to 4 pm
  • Mediators of consumption