Is the trustmark genuine?

Everything is fine with the Seal of Approval,
but not with your order?

Sometimes things can go wrong. The package hasn’t arrived, the contents are faulty or the online shop won’t refund the purchase price? Here are some tips from our service team:

  • Goods not arrived?

    You have not received the ordered goods?

    • First of all, it is advisable to contact the shop and enquire as to the whereabouts of your goods. You can find the contact details on the online shop’s website.
    • If the seller is certified by Trusted Shops, you can find the contact details on our website under Find secure shops or in the corresponding Trusted Shops certificate, which can be viewed by clicking on the Trusted Shops Seal of Approval on the shop’s website. Shops certified by us provide a telephone number and are obliged by the membership agreement to respond to customer enquiries within 5 working days. If this does not happen, please contact our service team by e-mail. Please also forward us the e-mail that you have sent to the shop. Thank you!
    • In the event that you have not taken out Buyer Protection, you are unfortunately not entitled to a refund of the purchase price through Trusted Shops, although you are through the online seller in accordance with the corresponding legal framework. We will be happy to act as an intermediary in this case.
    • If you have taken out 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. Click on the link contained in the e-mail within 7 days of the expiry of the guarantee period to log into our system. If the goods have not yet been delivered, please inform us whether you are waiting for a missing delivery or whether you are cancelling the order before delivery. In both cases, the guarantee is extended by 30 days. After this extension has expired, you will receive another e-mail from Trusted Shops. Clicking the link in this e-mail will take you to our system, where you can request a refund of the purchase price.

    If you activated Trusted Shops Buyer Protection when making your order, you are on the safe side! 
    Now check the status of your guarantees.



    Information on Trusted Shops Buyer Protection

  • Shop cannot be contacted?

    An online shop does not react to your enquiries?

    • Please check first whether you have the shop’s current contact details. You can usually find the shop’s current details in the Legal Notice or Imprint on their website.
    • The contact details for shops certified by us are also listed in the corresponding shop profile. You can find the shop profile using Find secure shops. You can also find this information in the Trusted Shops certificate, which can be viewed by clicking on the Trusted Shops Seal of Approval on the shop’s website.
    • In accordance with the Trusted Shops membership agreement, shops certified by us are obliged to respond to your and our enquiries within 5 working days. If the shop does not do this, there may not necessarily be any ill intent. Nevertheless, a waiting time of longer than 5 working days is, of course, a nuisance for you as a customer. This is why we will be happy to assist you in making contact with the shop. Please also forward us the e-mail that you sent to the shop. If you have taken out Buyer Protection with us, please let us know your guarantee number (TS2.-…). Our e-mail address is: service@trustedshops.co.uk

    If you activated Trusted Shops Buyer Protection when making your order, you are on the safe side! 
    Now check the status of your guarantees.



    Information on Trusted Shops Buyer Protection

  • Haven’t taken out Buyer Protection?

    You did not take out Buyer Protection when making an order
    with one of our member shops?

    • Excellence Buyer Protection, available for a fee, can be added to your shopping basket as part of your order, while free Classic Buyer Protection can be booked on the shop’s website straight after making your order.
    • If the order date is no longer than 5 days ago, we will be happy to check whether it is possible for you to take out Buyer Protection retrospectively. Please send your order confirmation to service@trustedshops.co.uk to enable us to do this.
    • Please note that you have no right to a refund from Trusted Shops GmbH without Buyer Protection. If you are waiting for a refund from a shop, we will be happy to act as an intermediary and put your claims to the shop, but we will not be able to refund you the money in that case.

    If you activated Trusted Shops Buyer Protection when making your order, you are on the safe side! 
    Now check the status of your guarantees.



    Information on Trusted Shops Buyer Protection

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

    Has the purchase price not been refunded or only refunded in part?

    • The online shop must refund you the purchase price within 30 days (= legally stipulated period) of receiving your cancellation in writing or the returned goods.
    • Customers with Buyer Protection:
      please inform us of your cancellation in our system by logging into the system using your details and following the steps listed there. When you submit your feedback, the online shop will receive an e-mail immediately. If the shop does not refund your money within the 30 days following this, please make a claim for a refund in our system. You will be reminded of this with another e-mail from Trusted Shops. This will contain a link which will take you directly to the correct page.
    • Customers without Buyer Protection:
      in the event that you have not taken out Buyer Protection, you are unfortunately not entitled to a refund of the purchase price through us, although you are through the online seller. If the seller has not refunded the purchase price in full, it may be claiming compensation for lost value. It is best to first enquire at the shop why the purchase price has not been refunded or only refunded in part. If, however, you should experience problems with the shop during the processing of your refund, please contact us by telephone or e-mail. Our service team will be happy to help you further!

    If you activated Trusted Shops Buyer Protection when making your order, you are on the safe side! 
    Now check the status of your guarantees.



    Information on Trusted Shops Buyer Protection

  • Delivery date outside the guarantee period?

    The shop only delivers after your guarantee expires?

    • You can extend your guarantee once by 30 days. To do this, you will receive a reminder from our system after the first guarantee period expires. You then have 7 days to enter the status of your order in your guarantee account. Depending on the feedback, the guarantee will then be extended by 30 days, for example, if you indicate that you would like to continue waiting for the missing order. After this additional 30-day period expires, you will receive another e-mail and can then request a refund from us. However, it is not possible to extend your guarantee further.
    • The length of guarantee protection is determined by the online shop. The minimum guarantee duration is 74 days, including the one-time extension and the 7-day feedback deadlines. Shops with long delivery times, for example, those that deliver furniture or bathrooms, often offer longer guarantee periods, which can even last several months. You can find the guarantee period in the Trusted Shops certificate, which you can view by clicking on the Seal of Approval in the shop. There, under Point 2 Financial security with Trusted Shops Buyer Protection, you will find the Buyer Protection period and the costs for you, if any.
    • If, after the one-time extension of your guarantee, you decide you want to continue waiting for your goods, your guarantee ends and your right to apply for a refund from Trusted Shops expires. If, however, there are problems during the rest of the order process, we will be happy to act as an intermediary for you. In that case, please send an e-mail to service@trustedshops.co.uk. Our service team will be happy to take care of your concerns.

    If you activated Trusted Shops Buyer Protection when making your order, you are on the safe side! 
    Now check the status of your guarantees.



    Information on Trusted Shops Buyer Protection

  • Goods delivered faulty or damaged?

    Were the goods delivered faulty or damaged?

    • You have a 7-day right to cancel when making purchases on the Internet. This period begins on the next working day after the delivery date.
    • This cancellation can be exercised as follows:
      in writing to the online shop, i.e. by e-mail, letter or fax, within the cancellation period of 7 working days. To observe this period, it is sufficient to submit the cancellation in good time.
    • After the cancellation period has expired, you no longer have this right. However, you will still have your guarantee rights. You can exercise these within the cancellation period: in this case, please directly contact the online seller from whom you received the goods.
    • Please find the contact details for certified shops on the online shop’s website, the Trusted Shops certificate (which you can view by clicking on the Seal of Approval in the shop) or on the shop profile, which you can find using Find secure shops.
    • The guarantee case is not covered by Buyer Protection.

    If you activated Trusted Shops Buyer Protection when making your order, you are on the safe side! 
    Now check the status of your guarantees.



    Information on Trusted Shops Buyer Protection

  • Who bears the return costs?

    You are returning the goods and would like to know
    who bears the costs of return delivery?

    • In general, the company can charge the consumer for the regular costs of return. To do this, it must use the corresponding GTC clause.
    • If, however, the company does not use such an agreement, the company itself bears the costs of return delivery.
    • If the seller delivers you something other than the item you ordered, you never bear the costs of return delivery.
    • If the shop refuses to cover the costs of return delivery, although it was not agreed that you would bear these costs, you can apply for a refund of the return delivery costs from Trusted Shops as part of Buyer Protection. To do this, we require proof of return with the shipment number and proof of payment for the postage. You can request the refund after the one-time guarantee extension of 30 days has expired. You will receive a reminder e-mail about this from our system.
    • If you have not taken out Buyer Protection and the shop refuses to pay the return costs, there is no right to a refund from Trusted Shops GmbH. However, we will be happy to act as an intermediary between you and the online shop if it is a certified shop. Please send us an e-mail about this with your order details to service@trustedshops.co.uk.

    If you activated Trusted Shops Buyer Protection when making your order, you are on the safe side! 
    Now check the status of your guarantees.



    Information on Trusted Shops Buyer Protection

  • My guarantee has expired!

    My guarantee has expired!

    • If the guarantee has expired, you have probably let a period elapse that was indicated to you in an email. Unfortunately, if you do not respond to us within the period, you lose your right to claim the Buyer Protection guarantee from Trusted Shops GmbH, although not from the online seller.
    • In this case, the first step is to write an appropriate e-mail to the shop. Please find the contact details on the online shop’s website, the Trusted Shops certificate (which you can view by clicking on the Seal of Approval in the shop) or on the shop profile, which you can find using ‘Find secure shops’.
    • If you do not receive a response within 5 working days, please contact our service team by telephone or e-mail. We will then contact the shop immediately.
    • Have you inadvertently ended your guarantee? Or have you responded and the guarantee has still expired? Please contact us so that we can look into your matter and find a solution for you: service@trustedshops.co.uk

    If you activated Trusted Shops Buyer Protection when making your order, you are on the safe side! 
    Now check the status of your guarantees.



    Information on Trusted Shops Buyer Protection