How to contact Amazon customer service: a complete and up-to-date guide

If you need to contact Amazon customer service, here's a complete and practical guide with all the available options. We explain current phone numbers, how to request a callback, chat, email, and more , as well as specific options for businesses, sellers, and users with accessibility needs.

We've gathered and reorganized key information so you have everything in one place and don't get lost in menus. You'll find helpful links, clear steps, and tips to ensure your query reaches the right team directly, including what to do in Marketplace cases, messaging, and claims.

Quick ways to contact Amazon

The first recommended step is the Amazon Help Center, where you can resolve issues and access support when needed. Visit the help section at amazon.es/gp/help/customer/display.html and log in to see options tailored to your account and orders.

If you need direct interaction, you have several official options. Support chat and call requests are usually the quickest methods; both are activated from the contact section after selecting the topic that best describes your situation.

It's also easy from your mobile device: open the Amazon app, go to the menu, and scroll down to Customer Service. There you can chat, review your purchases, or get more help with your orders and devices.

If you prefer email, there is a general mailbox. You can write to [email protected] or use the form that appears within the support flow when you choose the email option.

Additionally, Amazon offers social media profiles for private message support. You can contact them at AmazonHelp on Twitter and Facebook , or AmazonHelp/Amazon ES on Instagram ; they are also present on TikTok as Amazon Help/Amazon España.

Telephone: how to get them to call you

Amazon Spain no longer answers calls to the old toll-free numbers 900803711 and 800810251. Both lines are no longer operational , and a message will redirect you to the website's contact page.

There is a phone number specifically for international calls, useful if you are outside the country: +34 911 23 04 13. If you call from Spain, you will hear a message indicating that it is for international use only, and you will be offered an SMS with a link to contact them online.

The most effective way is to request a callback directly from the website. Log in and go to the contact page at amazon.es/hz/contact-us/foresight/hubgateway (or via Help). Select an order or indicate that you need help with something else, and then expand the available options.

When the system displays automated responses, scroll down to “How would you like to contact us?”. Select “I need more help” and then “Request a call now” . Enter your country and phone number, and you’ll receive a free call within minutes.

This method is very useful if you want to resolve a specific issue, such as checking the status of a delivery. In many cases, the agent can coordinate with the delivery driver or courier and provide you with real-time updates.

Chat and email: step-by-step support

The chat feature is available in the contact section. Go to the indicated page and choose "Other" or the topic that best suits your situation; then click "Contact Us." A chat will open with the virtual assistant who will guide you and, if needed, connect you with a human agent.

One practical feature of the chat is its flexibility: you can resume the conversation up to 24 hours later . If there's no response after that time, the case is closed, and you can open a new one whenever you want.

For inquiries related to an order, go to My Orders, locate the purchase, and click on Get technical support or “If the package didn't arrive or you need help with a return – Click here.” Options such as “Where is my order?”, exchanges, returns, or refunds will then appear , and if that's not enough, you can request further assistance (chat, phone, or email).

If you prefer email, the support workflow will show "Email us" where appropriate. Fill in the subject line, select the issue, and add details (including the products involved). You can usually expect a response within 12 to 48 hours.

You can also write directly to [email protected] with a clear and concise account of the issue. Include order details, dates, and your request to expedite the resolution, especially if you are not using the guided form.

Help on the website and in the "My Orders" section

Most transactions can be completed without speaking to an agent. In My Orders, you can view, modify delivery , or cancel purchases, download invoices and track packages , as well as initiate returns or replacements.

The help library is extensive and organized by topic. Among the most frequently consulted topics are Returns and Refunds, Shipping and Delivery, Payments , Ordering from Site Sellers, and Managing Your Account.

From "Your Account" you can manage personal data and security (name, email, mobile, password), payment methods, and transactions. If automated help doesn't resolve the issue, the system will redirect you to direct contact (chat, call, or email) after you answer a few questions.

Remember to log in so that the options are tailored to your profile and recent orders. If you don't log in, or if your account country doesn't match your location , you may be asked for additional verifications or some actions may not be available.

In the support section, you'll also find specific sections for common issues. Take a moment to carefully filter the reason to ensure you receive the correct channel , as this will allow the system to show you the quickest solution for your situation.

Security: prevents fraud and fake communications

If you receive an unexpected text message, email, call, or letter "from Amazon," be extremely cautious. Do not open suspicious links and report it as soon as possible through the help page . Amazon does not request payments or urgent confirmations outside of its official channels.

If you have any doubts, go to Your Account > My Orders to verify your transactions. Amazon will never ask you to make a payment outside of its website and will not contact you about an order you didn't place. Use the Help Center's security guides for more tips.

Contacts in Spain and general mail

For general inquiries, you can use the direct contact link at amazon.es/contact, in addition to email. The [email protected] mailbox is operational , and you'll also find contact options on the help page itself.

If you detect defamatory content or intellectual property infringement, Amazon provides specific forms. Use the Notice Form and Trademark Registration (brandservices.amazon.es) to report or protect your trademarks.

Please note that on Amazon Marketplace, Amazon facilitates the transaction, but is neither the buyer nor the seller when a third party is involved. The seller's contact information appears in "Seller Information," and they should contact you directly for any initial assistance.

Legal information and addresses for Amazon in Luxembourg and Spain

The technical maintenance of amazon.es is managed by Amazon Europe Core S.à rl, with headquarters at 38 Avenue John F. Kennedy, L-1855 Luxembourg. It is a limited liability company with share capital of EUR 37.500 , registered in Luxembourg under number B180022, license 10040783 and VAT LU 26375245.

Amazon.es is the trading name of Amazon Europe Core S.à rl, also used by Amazon EU S.à rl and Amazon Media EU S.à rl. This explains why you will see different entities depending on the service (direct sales, Marketplace or digital content).

The sale of products “Sold and shipped by Amazon” or under “Refurbished Products” is carried out by Amazon EU S.à rl. The company is located at the same address in Luxembourg , with share capital of 165.833 EUR, Registration B-101818, license 134248 and VAT LU 20260743.

Amazon EU S.à rl also operates the Marketplace services on Amazon.es. In this role, it maintains the same business registration, license, and capital , with VAT number LU 19647148 for the Marketplace activity.

For digital content sold as “Sold by Amazon Media EU Sarl”, Amazon Media EU S.à rl intervenes. Headquartered at 38 Avenue John F. Kennedy, L-1855 Luxembourg , capital of 37.500 EUR, registration 112767, license 136312 and VAT LU 20944528.

In Spain, the local branch is Amazon EU S.à rl, Spanish Branch, located at Calle Ramírez de Prado, 5, 28045 Madrid. Its tax identification number (NIF) is W0184081H and it is registered in the Madrid Mercantile Registry (Volume 33166, Book 0, Folio 105, Section 8, Page M-596819, Entry 1).

Accessible service for customers with disabilities

Amazon has a dedicated accessibility team to help with your account, orders, and devices. Sign in and verify that your account country matches your location so support can view your information and provide comprehensive solutions.

To contact us by phone, visit the "Contact Us" section, choose "Accessible Assistance for Customers with Disabilities," select the type of assistance you need, and click "Request a Phone Call." Enter the number where you would like to receive the call , and we will contact you as soon as possible.

If you prefer messaging, select “Chat with us” in the same itinerary. The messaging assistant will guide you to a solution or a person , and you can resume the chat within 24 hours if needed.

You can also contact us by email through "Contact Us" by clicking "Email us". Additionally, you can write to [email protected] with a detailed request if you wish.

Companies and professionals: Affiliates, Business and Brand Protection

If you're part of the Affiliate program, there's a specific form for resolving issues and inquiries. Go to affiliates.amazon.es/home/contact , fill in your name, email, subject, user ID, comment, and captcha, and submit your message.

For Amazon Business (professional accounts), visit the service's help page and go to "Contact Us." Click "Get started here," log in, and choose your reason ; you can opt for live chat, email, or a phone call (you'll be provided with a number if applicable).

Brand protection and anti-counterfeiting efforts are managed by Amazon Brand Protection. Its divisions (Brand Registry, Transparency, Project Zero, IP Accelerator, and Counterfeit Crimes Unit) each have their own contact forms to address your specific needs.

Be prepared to provide company details, the email address associated with the account, and the reason for contacting us. These forms usually include open fields to explain the situation and thus expedite the analysis by the relevant team.

Claims, returns and refunds

If you've had a problem with an order, you can file a claim directly from the purchase details. Use the "Order Problem" option to describe the issue (it hasn't arrived, something is missing, it's damaged, it doesn't match the order, etc.).

Delivery claims can be filed when the package is marked as delivered but you haven't received it, if more than three calendar days have passed since the expected delivery date without delivery, or if a seller promised a refund and failed to provide it. You can also request solutions in cases of damage or defects.

Indicative deadlines: up to three calendar days from the expected delivery date to report delay incidents; up to 30 days from confirmation if you have not received it ; up to 90 calendar days from the delivery deadline to formalize the claim; and within 14 calendar days if the item arrived damaged or defective.

Gather evidence whenever possible. Taking photos of the packaging and the damaged product increases the chances of a successful outcome. If an estimated delivery date is missed, you may be entitled to compensation.

Third-Party Sellers: Contact and A-to-Z Guarantee

If your purchase is from a Marketplace seller, you can contact them through My Orders by clicking on “Problem with my order.” The message is sent through Amazon's messaging service , and the seller should respond within approximately 48 hours.

You can also contact the seller before buying. Go to the product page, click on the seller's name, and select "Ask a question." You'll receive their response by email and in the Message Center , usually within 48 hours.

If the seller doesn't respond or resolve the issue, Amazon offers the A-to-z Guarantee to protect your purchases from third-party sellers. This applies if you don't receive the product after the delivery date plus 3 days, if it's damaged or incorrect and the seller doesn't authorize a return within 48 hours, if there's no return address, or if you don't receive a refund.

When an item is marked with the Prime badge (even if sold by a third party), Amazon may handle it in addition to the Prime badge. Check your Orders to see if you can contact Amazon directly to expedite the process.

Delivery and courier services: useful phone numbers

Amazon Logistics handles many deliveries, but they also work with other companies. If you need to contact certain couriers, these are common phone numbers : GLS/ASM (+34 902 113 300), Correos (+34 900 400 004 from Spain or +34 902 197 197 from abroad), and Correos Express (+34 902 100 401).

You might also encounter Seur (+34 902 50 32 60), UPS (+34 902 888 820), CTT Express (+34 916 602 200), DHL Parcel (+34 902 127 070), or Pilot (+34 913 277 020). For PAACK, the contact information is [email protected] if you need to email them.

Delivery drivers usually call if there are any issues to coordinate the delivery. However, starting a chat with Amazon is often more efficient , because their agents can contact the courier directly and access more detailed tracking information.

Tips to get served faster

Choose the channel that best suits your situation: call if it's urgent and you need to talk, chat if you prefer to write, and email if you can wait. Have your order number, screenshots, and any IDs that can help identify your case without delay.

State your needs clearly and directly. Avoid lengthy paragraphs and get straight to the point with dates, items, and what you're requesting (refund, replacement, follow-up, etc.). Staying calm helps the process move faster.