Trusted Shops login

  • Declare a warranty claim
  • Check processing status
  • Submit a rating
  • Comment on ratings
  • Process warranty claim
  • Book additional options

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 ordered from a Trusted Shops member

I did not receive an immediate confirmation by e-mail for my order

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

What you can do now:
If the shop does not immediately respond to an order by e-mail, first make sure the e-mail has not been blocked as SPAM by your e-mail-provider or e-mail-software. If there is no e-mail from the shop to be found, please report the shop to us. We will contact the shop promptly about the issue.

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

My goods have arrived later than advertised

Principle:
A Trusted Shops member may not exceed the scheduled delivery time by more than three days and shall immediately inform the customer about possible delays and nonavailability.

What you can do now:
If you have received your goods by more than three days later than advertised, please report the shop to us. We will contact the shop promptly about the issue.

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

I did not receive my goods

Principle:
A Trusted Shops member may not exceed the scheduled delivery time by more than three days and shall immediately inform the customer about possible delays and nonavailability.

What you can do now:
If you have taken out Trusted Shops buyer protection, you will receive an e-mail from Trusted Shops shortly before the guarantee period expires. In this e-mail, we will ask whether you received the goods. Clicking the link in this e-mail will take you to our guarantee system login, where you can request a refund of the purchase price.
If you have not taken out buyer protection, please contact us so that we can look into your matter and find a solution for you.

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

I received faulty or damaged goods from the shop

What you can do now:
In case you received faulty or damaged goods from the shop, please contact the shop directly. The case of warranty or RMA is unfortunately not covered by the Trusted Shops buyer protection.

You find the contact details for certified shops on the the shop’s website and in the Trusted Shops certificate which you can view by clicking on the Trusted Shops trustmark in the shop. If you need assistance, our service team will be happy to look into your matter and find a solution for you.

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

The purchase price has not been refunded or only partially been refunded

Principle:
A Trusted Shops member must accept the consumer’s statutory right of withdrawal and refund the purchase price within 14 days. The right must not be restricted by any stipulation that the consumer may not return goods which are no longer in their original packaging or which are used.

What you can do now:
> With Trusted Shops buyer protection:
If you have taken out the Trusted Shops buyer protection please inform us of your cancellation. Log into our guarantee system and follow the steps listed there. When you submit your feedback, the shop will receive an e-mail immediately.

> Without Trusted Shops buyer protection:
In the event that you have not taken out buyer protection, you are of course still entitled to receive a refund of the purchase price through the online seller. If you experience problems with the shop during the processing of your refund, please contact us by e-mail. Our service team will be happy to look into your matter and find a solution for you.

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

The shop refused to accept my withdrawal or returned goods

Principle:
A Trusted Shops member must accept the consumer’s statutory right of withdrawal. The right must not be restricted by any stipulation that the consumer may not return goods which are no longer in their original packaging or which are used.

What can you do now?
If the shop refuses to accept a withdrawal or returned goods, please report the shop to us. We will verify your matter and contact the shop promptly about the issue.

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

My Trusted Shops guarantee is outside of the delivery date

What you can do now:
Some products require a longer than usual delivery time. If the Trusted Shops guarantee is outside of the delivery date, you can extend your guarantee once by 30 days. We will remind you of this by e-mail well in time before the guarantee expires.

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

My Trusted Shops guarantee has expired

What you can do now:
If the Trusted Shops guarantee has expired or if you have inadvertently ended your guarantee, please contact us so that we can look into your matter and find a solution for you.

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

I forgot to apply for the Trusted Shops guarantee

What you can do now:
If you forgot to apply for Trusted Shops buyer protection and the order date is no longer than 5 days ago, you can do this right now. Click the Trusted Shops trustmark in the shop and follow the instructions on the certificate page ("I want the free buyer protection").

If you are unsure whether it is possible for you to take out Trusted Shops buyer protection retrospectively, please contact us. We will be happy to help you out with this matter.

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

I want to report a problem with a Trusted Shops member

The shop does not display the Trusted Shops trustmark

Principle:
A Trusted Shops member is eligible to display the Trusted Shops trustmark if they offer the Trusted Shops guarantee and meet the performance standards. The shop must show the Trustbadge to enable customers to give their feedback and apply for the Trusted Shops guarantee.

What you can do now:
If the shop does not display the Trusted Shops trustmark, 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 carries the trustmark but the Trusted Shops certificate is not valid

Principle:
A Trusted Shops member is eligible to display the Trusted Shops trustmark if they offer the Trusted Shops guarantee and meet the performance standards. The shop must show the Trustbadge to enable customers to give their feedback and apply for the Trusted Shops guarantee. A click on the trustmark will display the status of the shop's certificate.

What you can do now:
If the shop's certificate status is not valid, please report the shop to us. We will contact the shop promptly about the issue.

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

I cannot find the shop's terms and policies

Principle:
A Trusted Shops member's retailer legal terms and other policies such as the privacy or warranty policies must be prominently posted to enable the customer to make enquiries easily.

What you can do now:
If you cannot find the shop’s legal terms and policies, please report the shop to us. We will contact the shop promptly about the issue.

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

I cannot find the shop's contact e-mail address or telephone number

Principle:
A Trusted Shops member must post retailer information including contact details such as e-mail-adress and phone number prominently to enable the customer to make enquiries easily.

What you can do now:
If you cannot find current contact details in the legal notice or imprint on their website, please report the shop to us. We will contact the shop promptly about the issue.

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

I cannot find product prices, delivery times and additional costs

Principle:
A Trusted Shops member must list exact product prices, delivery times and all additional costs on the product detail page.

What you can do now:
If you cannot find the shop's product prices, delivery times and all additional costs well visible on the product detail page, please report the shop to us. 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

Principle:
A Trusted Shops member must list the available payment methods during checkout.

What you can do now:
Usually you find the available payment methods during checkout, where you can choose from several options. If there is no information about how to proceed with payment, 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's ordering process is very complicated and confusing

Principle:
The ordering process of a Trusted Shops member must be transparent regarding the technical steps, particularly on the order page and the order confirmation page.

What you can do now:
If you consider the shop's order process confusing or not transparent enough, 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 does not respond to my enquiry

Principle:
A Trusted Shops member must always respond to enquiries within five working days.

What you can do now:
If you contacted the shop by e-mail or left a message by phone and did not receive an answer within five working days, please report the shop to us. We will contact the shop promptly and resolve your issue.

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

I receive unwanted advertising from the shop by e-mail

Principle:
A Trusted Shops member must disclose his practices regarding the collection, use, and disclosure of information and may process personal data only if the user has unambiguously given his consent to receive e-mails, or where it is permitted by law. Where advertising is sent via e-mail, the shop must provide the user with an effective option to unsubscribe from such mailings which must be clearly noticeable.

What you can do now:
If you receive unwanted e-mails from the shop and have not given your explicit consent, or if the shop does not provide an option to unsubscribe, 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 does not protect or respect my data privacy

Principle:
A Trusted Shops member must disclose his practices regarding the collection, use, and disclosure of information and may process personal data only if processing is necessary for the performance of a contract, or if the user has unambiguously given his consent, or where it is permitted by law. The shop must implement appropriate technical and organizational measures to protect personal data against accidental or unlawful destruction or accidental loss, alteration, unauthorized disclosure or access, and against all other unlawful forms of processing.

What you can do now:
If you think, the shop does not protect or respect your data privacy, 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 does not transfer payment details via an encrypted connection

Principle:
During checkout of a Trusted Shops member, the electronic transfer of 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 identifying feature of encryption can be a little more hidden. You may right-click the page with your mouse and check the websites properties. It may even be required to analyze 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 does not provide detailed and accurate product descriptions

Principle:
A Trusted Shops member must provide detailed and accurate descriptions of the products they offer.

What you can do now:
If a the shop does not offer detailed product descriptions or if 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

Principle:
A Trusted Shops member must not sell prohibited items such as weapons, items relating to National Socialism or pornography. A full list of items can be found in the Trusted Shops Exclusion Catalogue [PDF 37kb].

What you can do now:
If the shop sells any of the items listed in the Trusted Shops Exclusion Catalogue, please report the shop to us. We will contact the shop promptly about the issue.

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