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Get help from our customer service

Something wrong with a shop or with your order?

We check our members intensively, therefore we can offer you our buyer protection. But sometimes things go wrong. In any case, we will help you – doesn‘t matter if it is a small or a major shop, a small or a huge problem.

Protect your order when buying in a shop verified by Trusted Shops!

Easily secure each purchase for a low price or even free within seconds.

See how it works!
I have ordered from a Trusted Shops member

There was no possibility of taking out Trusted Shops buyer protection in the shop

Policy:

A Trusted Shops member is obliged to enable the registration for the Trusted Shops buyer protection.

What you can do now:

We would be happy to check if we can book the Trusted Shops buyer protection for you. Please forward us your order confirmation within 5 days of making the order.

Shop URL*
Your e-mail address*
Your message*
 

I accidentally did not take out Trusted Shops buyer protection

What you can do now:

We would be happy to check if we can book the Trusted Shops buyer protection for you. Please forward us your order confirmation within 5 days of making the order.

Shop URL*
Your e-mail address*
Your message*
 

I did not receive my order

Policy:

A Trusted Shops member must inform the customer immediately if there is a delay in delivery.

What you can do now:

If you have taken out Trusted Shops buyer protection, you will receive an automatic message shortly before it expires. If you haven't received your goods by then, you can report this in your guarantee account. Please get in touch with us if you haven't taken out buyer protection so that we can help find a solution for the problem with the shop.

Shop URL*
Your e-mail address*
Your message*
 

I received damaged or faulty goods

What you can do now:

Please get in touch with the shop first if it has delivered damaged or faulty goods. Please be aware that Trusted Shops does not cover warranty cases. You can, of course, make use of your right to withdraw from the purchase contract if you have been sent damaged or faulty goods and report this in your guarantee account.

Shop URL*
Your e-mail address*
Your message*
 

My order was delivered later than agreed

Policy:

A Trusted Shops member must inform the consumer immediately if there is a delay in delivery.

Shop URL*
Your e-mail address*
Your message*
 

The shop refuses to accept my cancellation

Policy:

A Trusted Shops member must adhere to the statutory regulations regarding the right to cancel. No restrictions are permitted.

What you can do now:

Please get in touch with us if the shop refuses to accept your cancellation. We will then try to find a solution with the shop.

Shop URL*
Your e-mail address*
Your message*
 

The purchase price was not, or only partially, refunded

Policy:

A Trusted Shops member must accept the consumer's right to cancel and refund payments within 14 days.

What you can do now:

If you took out Trusted Shops buyer protection, please use your guarantee account to inform us that you have withdrawn from the purchase contract. You will be sent an automatic message before the guarantee expires. If you have not been refunded by the shop by then, you can apply to Trusted Shops for a reimbursement of the payments made.

Shop URL*
Your e-mail address*
Your message*
 

Your Trusted Shops guarantee will expire before the agreed delivery date

What you can do now:

Some products have a longer delivery time. Your Trusted Shops guarantee can be extended by a further 30 days if the delivery is due to take longer than the term of the guarantees. You will be sent an automatic message before the guarantee expires.

Shop URL*
Your e-mail address*
Your message*
 

My Trusted Shops buyer protection has expired

What you can do now:

Please get in touch with us as soon as possible, if your Trusted Shops buyer protection has expired or you have inadvertently ended it. We will do our best to find a solution.

Shop URL*
Your e-mail address*
Your message*
 

My order was not immediately confirmed by e-mail

Policy:

A Trusted Shops member must immediately confirm the receipt of an order by e-mail.

What you can do now:

If your did not receive a confirmation e-mail immediately after placing the order, please make sure that your e-mail provider has not marked the e-mail as SPAM. If there is no message in your inbox, please report the shop to us so that we can help find a solution for the problem with the shop.

Shop URL*
Your e-mail address*
Your message*
 

I want to report a problem with a Trusted Shops member

The shop is not responding to my queries

Policy:

A Trusted Shops member must reply to queries within 5 working days.

What you can do now:

Please let us know if, contrary to expectation, your query hasn't been replied to within 5 working days. We will then immediately contact the shop.

Shop URL*
Your e-mail address*
Your message*
 

The shop is showing the Trusted Shops trustmark, but it's not hyperlinked

Policy:

The Trusted Shops trustmark in an online shop should usually be hyperlinked. The link opens the certificate in a separate window. You should be sceptical if nothing happens when you click the trustmark. However, this does not necessarily mean that the shop is not allowed to show the trustmark. Sometimes the integration of the trustmark doesn't work as it should. It is also possible that a hyperlinked trustmark can be found again elsewhere on the page. You can use our shop finder to check if the shop is allowed to show the trustmark and you can shop there without any worries. Please check the validity of the certificate to be absolutely sure.

What you can do now:

Have you checked all the suggestions, but still have doubts?

Shop URL*
Your e-mail address*
Your message*
 

The shop is showing the Trusted Shops trustmark, but the certificate is "disabled"

Policy:

A "disabled" status can be due to a number of reasons and is usually temporary. The status does not necessarily mean that this is a shop with poor service. But beware! 
It is not possible to book Trusted Shops buyer protection as long as the shop's status is "disabled". For your safety, we recommend that you choose another shop with a valid certificate. These can be found under secure online shops.

What you can do now:

Please report the shop to us if you have noticed that its status has been disabled for a few days.

Shop URL*
Your e-mail address*
Your message*
 

The shop is showing the Trusted Shops trustmark, but the status of the certificate is "expired"

Policy:

This status means that the shop was once a Trusted Shops member. However, the shop is no longer entitled to show the trustmark. Is it not possible to take out Trusted Shops buyer protection in shops with this status. For your safety, we recommend that you search for another shop with a valid certificate. These can be found under secure online shops.

What you can do now:

Please report the shop to us if you have noticed that the shop has been showing an expired status for a few days

Shop URL*
Your e-mail address*
Your message*
 

I cannot find any contact details for the shop

Policy:

The shop must show details about the identity of the retailer as well as his contact details.

What you can do now:

If you cannot find contact details in the legal notice or imprint, please report the shop to us. We will contact the shop promptly about the issue.

Shop URL*
Your e-mail address*
Your message*
 

The product prices, shipping costs or information about additional costs are incorrect

Policy:

The shop must display detailed product prices, shipping costs and information about additional costs in a clear and comprehensible manner.

What you can do now:

If the shop's product prices, shipping costs and all additional costs are not clearly displayed on the product detail page, please report the shop to us, including a screenshot of the pages concerned. We will contact the shop promptly about the issue.

Shop URL*
Your e-mail address*
Your message*
 

I cannot find information about the shop's payment methods

Policy:

The shop must list all payment methods available at the latest at the beginning of the ordering process..

What you can do now:

Please report the shop to us if the shop hasn't shown the available payment methods at the start of the order process at the very latest. We will contact the shop promptly about the issue.

Shop URL*
Your e-mail address*
Your message*
 

The shop does not provide detailed and accurate product descriptions

Policy:

The shop must provide detailed and understandable product descriptions.

What you can do now:

If the shop does not offer detailed product descriptions or if the descriptions are not accurate or even misleading, please report the shop to us. We will contact the shop promptly about the issue.

Shop URL*
Your e-mail address*
Your message*
 

The shop sells prohibited items or items that violate the Trusted Shops elimination criteria

Policy:

A Trusted Shops member is not allowed to sell prohibited items. These are listed in our exclusion catalogue.

What you can do now:

Please let us know if the shop is selling any items listed in our elimination criteria. We will contact the shop promptly about the issue.

Shop URL*
Your e-mail address*
Your message*
 

Information about the use of my personal data is not shown in a privacy policy

Policy:

A Trusted Shops member must inform about the use of personal data in a clear manner.

What you can do now:

If the shop doesn't inform you of how they use your personal data, please report the shop to us. We will contact the shop promptly about the issue.

Shop URL*
Your e-mail address*
Your message*
 

I receive unwanted advertising from the shop by e-mail

Policy:

A Trusted Shops member may only send commercial e-mails if permitted by law or if the customer has given his consent. Where advertising is sent via e-mail, the shop must provide the user with an effective option to unsubscribe from such mailings.

What you can do now:

Please let us know if you are being sent commercial e-mails, despite having unsubscribed from the service. We will contact the shop promptly about the issue.

Shop URL*
Your e-mail address*
Your message*
 

The shop does not protect my personal data adequately

Policy:

A Trusted Shops member must use a suitable IT security concept in order to protect personal data and prevent misuse.

What you can do now:

Please let us know if you are under the impression that your personal data is not adequately secure. We will contact the shop promptly.

Shop URL*
Your e-mail address*
Your message*
 

The shop does not transfer my sensitive payment details via an encrypted connection

Policy:

The electronic transfer of sensitive payment details, such as credit card or bank data, must always be carried out via an encrypted connection.

What you can do now:

Usually secure processing of data by SSL can be identified by the typical lock symbol in your web browser. Sometimes the encryption symbol is not recognisable and can be a little more hidden. You can right-click the page with your mouse and check the website's properties. It may even be required to analyse the website's source code to identify an encrypted transfer. If you cannot verify that sensitive payment information, such as credit card or bank data, is transferred encrypted during checkout, please report the shop to us. We will investigate your finding and contact the shop promptly about the issue.

Shop URL*
Your e-mail address*
Your message*
 

The shop's order process is very complicated and not transparent and it is not obvious that I am making a binding order

Policy:

The checkout process of a Trusted Shops member must be transparent and coherent. In particular, it must be clearly identifiable to the consumer at what point an order with payment obligation is submitted.

What you can do now:

Please let us know if you think the checkout process of a shop is confusing and you do not know when you actually place a binding order. We will contact the shop promptly about the issue.

Shop URL*
Your e-mail address*
Your message*