MKB Juristen drafts custom legal documents
It is best not to cobble together or copy important contracts, terms and conditions, and other legal documents yourself. We help entrepreneurs on a budget with customized legal solutions, clear costs upfront, and practical explanations.
- Custom contracts, terms and conditions, and legal documents
- Budget-friendly and clear about the costs upfront
- Request a free consultation or a no-obligation quote
If a customer provides an incorrect delivery address, you may charge shipping costs—including for a second shipment—if your general terms and conditions stipulate this. This applies to both business customers and consumers. However, please note: a consumer can revoke their purchase, in which case you must refund both the purchase amount and the delivery costs. In practice, a customer-friendly resend is often more sensible.
Online retailers regularly ask us how they handle customers who provide an incorrect address. Resending with escalating costs is annoying, and you are not to blame — but there are points to consider. We distinguish between business customers and consumers.
Business customer provides an incorrect address
Nowhere in the law does it state that you must offer free shipping. You are therefore free to decide whether to charge shipping costs, as long as you respect the agreements in your terms of sale or general terms and conditions . With a business customer, you have a great deal of freedom in this regard: you can stipulate that shipping costs are at the buyer's expense, even in the event of a failed delivery. This makes sense, especially for large, expensive deliveries. If costs are limited, you can of course decide not to make things difficult — a satisfied customer generates more revenue than a dissatisfied one.
Consumer provides an incorrect address
Such provisions also apply to consumers: you may pass on the shipping costs, as well as those of a second shipment. However, please note that a consumer may revoke their order (with exceptions). In that case, you must refund the purchase amount *and* the delivery costs — leaving you empty-handed after all.
If you do not cooperate, the customer can go to court or recover their money through the credit card company's chargeback scheme or PayPal's purchase protection. Moreover, remember that promised free shipping must truly be free, even on a second attempt. It is not without reason that a quality mark like WebwinkelKeur advises against making things difficult in such cases: you are in a weak legal position and risk, above all, reputational damage.
Practical advice: prioritize customer friendliness
The law is the law, but practice is a different matter. It is often wise not to make a fuss about an incorrect address and simply resend. You are, of course, allowed to draw up conditions that provide you with maximum protection, and to deviate from them as a favor. So think beyond just the legal aspect.
Frequently Asked Questions
May I charge shipping costs for an incorrect address?
Yes, if your terms and conditions stipulate that. This applies to business customers and consumers, including for a second shipment. For consumers, however, the right of withdrawal does play a role.
What if the consumer withdraws after a failed delivery?
In that case, you must refund the purchase amount and the delivery costs. If you fail to do so, the customer can still recover their money through the courts or a chargeback or purchase protection scheme.
Should promised free shipping also be free on a second attempt?
Yes. If you promised free shipping, this also applies if the first delivery failed due to an incorrect address.
Strong conditions and practical advice
The legal experts at MKB Juristen draft terms and conditions that provide you with maximum protection and think along with you regarding practical matters. View our expertise in contract law or schedule an intake meeting .
