The safe way to web shopping

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Reporting a problem is easily done via the Trusted Shops online system. You just have to choose your personal password after your first purchase at one of our accredited shops. You are covered by the Atradius money-back guarantee in the following cases:

  • You did not receive your order within 30 days (1): Please report the problem to Trusted Shops within 7 days - we will remind you via e-mail. Please enter your user name (e-mail) and password and enter the necessary information. If you do not receive a refund from the online shop within 30 days after reporting the problem, Atradius will refund your money according to the guarantee conditions.
  • You want to return the goods: After returning the goods according to the shop’s return policy (2), you must inform us within 7 days after returning the goods. Please enter your user name (e-mail) and password and insert the necessary information. If you do not receive a refund from the online shop within 30 days after registration, Atradius will refund your money according to the guarantee conditions.
  • You think a shop is not complying with the Trusted Shops obligations: If you come across Trusted Shops trustmarks that do not fulfil our criteria, please contact us immediately by e-mail at service@trustedshops.com. You can also check the list of accredited shops on the Trusted Shops home page to make sure that a specific online shop is authorised to display our trustmark.
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(1) This period can be extended up to 60 days by agreement with the shop prior to or at the time the order is placed.
(2) Goods made to the consumer’s specifications (e.g. custom-made suits) or goods which deteriorate rapidly (e.g. food, flowers), travel (delivery of travel guarantee coupon), event tickets, audio and video recordings or software that have been unsealed by the customer, software downloads as well as newspapers, periodicals and magazines are exempt from this guarantee.