If you haven’t received your order or have received it only partially, or if the online shop hasn’t sent you any refund after you cancelled the order, please contact the online shop first.
If you have activated the Trusted Shops guarantee, you can notify a non-refund in your My Trusted Shops account one week before the guarantee expires. You will receive an automatic notification by e-mail before the guarantee expires. If you notify a non-refund, your guarantee will be extended for another 30 days. If the shop doesn’t refund the price to you within these 30 days, you can file a refund application with Trusted Shops.
A list of certified online shops with the corresponding contact data can be found here: