What is a shipping delay?
A shipping delay is when an order leaves the warehouse or reaches the customer later than promised. It can happen before dispatch (the order isn’t shipped on time) or in transit (the carrier is late).
Core principle: Customers forgive a delay much more easily when they hear about it from you first.
Common causes of shipping delays
| Cause | Where it happens |
|---|---|
| Out-of-stock or missing items | Warehouse |
| Order peaks, such as Black Friday and Christmas | Warehouse and carriers |
| Wrong or incomplete address | Carrier |
| Customs checks or missing documents | Border |
| Weather, strikes, port congestion | Transport |
| Failed delivery attempts | Last mile |
Customer rights on late delivery in the EU
If a shop doesn’t deliver within the agreed time, or within 30 days if no time was agreed, the customer can set an additional period. If the order still doesn’t arrive, they can cancel and get a full refund. If the delivery date was essential, for example for an event, they can cancel straight away.
How to handle shipping delays
- Tell customers proactively, with a new expected date
- Offer a choice: wait, swap the item or cancel
- Update delivery times on product pages when stock or carriers are slow
- Watch tracking exceptions daily so you act before customers ask
Example: A storm closes a ferry route, and 200 parcels to Scandinavia are stuck for two days. The brand emails affected customers the same morning with a new delivery date and a discount code. Almost no one cancels, and complaints stay low.
Frequently asked questions
What is a shipping delay?
When an order ships or arrives later than promised.
Can I cancel an order if shipping is delayed?
In the EU, yes, after giving the shop an additional period to deliver, or immediately if the delivery date was essential.
How should a shop tell customers about a delay?
Proactively, with the reason, a new expected date and options to wait or cancel.
