There is no single EU-wide buyer-protection rule that automatically covers every TikTok Shop order that never arrived. What protects you depends on the seller, the marketplace order terms, and how you paid.
Start by checking the order page and tracking together. The most important detail is whether the order is still within the promised delivery window or already marked as delivered.
- If the order is still inside the estimated delivery period, keep watching the tracking and save the current status, delivery estimate, and order number.
- If the delivery date has passed, open a non-delivery claim with the marketplace or seller through the order record, and ask for either redelivery or a refund.
- If tracking says “delivered” but you did not receive the parcel, treat that differently: ask for proof of delivery, such as the delivery time, scan, or the place where the parcel was left. A “delivered” scan is not the same as proof that you personally received it.
When you contact the seller or marketplace, include:
- the order number
- the tracking number
- the promised delivery date or estimated arrival date shown on the order page
- a screenshot of the tracking status
- your full delivery address exactly as entered
This matters because buyer protection claims often depend on whether the parcel was actually delivered to the right address and whether you complained before the deadline shown on the platform or in the order terms.
If the seller does not resolve it, check your payment method next.
- If you paid by card, ask your card provider about a dispute for goods not received.
- If you paid through a payment service, check that provider’s buyer-dispute process.
- If you paid by bank transfer, protection is usually more limited, so the seller/marketplace claim becomes even more important.
Do not wait too long if the order is clearly missing. Payment-provider deadlines can be separate from any marketplace deadline, and they are not always the same. Look in your payment confirmation, account history, or dispute help page for the date by which you must report “goods not received.”
If the seller is based outside your country, your practical protection may still exist, but the exact route depends on who the contract is with and what the marketplace terms say. Save every message, because the wording “not delivered,” “lost in transit,” or “delivered” can change which side has to act next.
If you want the fastest path today, focus on one missing fact: whether the tracking has a real delivery proof or only a status update. That tells you whether to push for a non-delivery refund or challenge a false delivery scan.
Practical tip: take screenshots now of the order page, tracking page, and payment confirmation, because those can disappear or change after you open a claim.
