The online shop won't refund you, what now?
You sent it back, the deadline has passed and there is still nothing in your account. In most cases it is not bad faith but an administrative step that has been left lying. A written reminder with the right details usually sorts it out.
What matters is having the facts to hand. Without the date you notified the shop and a proof of sending, it is your word against theirs.
How to go about it
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Gather the details
Order number, the date you notified the shop, proof of sending and the amount still owed.
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Send a written reminder
By email or through the contact form. State the amounts and dates, and give a reasonable deadline, for example fourteen days.
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Get help
If nothing happens, go to your payment provider, the consumer authority or a dispute resolution body in your country, or the European Consumer Centre if the shop is based in another country.
What your message should include
- Your order number and the order date
- The date you told the shop you were using your right of withdrawal
- The date you sent the parcel, with the proof of sending attached
- The amount you expect back, including delivery costs if the whole order went back
- A specific deadline by which you expect the money
Keep it short and businesslike. A message with these details can be handled straight away, and that is exactly what you want.
If it is still not sorted after that
If you paid by card, you can ask your card issuer for a chargeback. If you paid with PayPal, you can open a dispute and rely on PayPal Buyer Protection. With buy now, pay later through a service such as Klarna, report the return or open a dispute through their own procedure; do it before the payment date passes, so you do not run up late fees.
You can also turn to the consumer authority in your country, or to an alternative dispute resolution (ADR) body. Many shops have to tell you which ADR body they use, often on their website or in their terms. If the shop is based in another EU country, or in Iceland or Norway, the European Consumer Centre in your own country helps you for free. For a cross-border claim of up to €5,000 there is also the European Small Claims Procedure, a simplified court procedure that you can run without a lawyer.
With buy now, pay later, do not simply pay the invoice if you are expecting a refund, but do not let it lapse without a word either. Report the return or the dispute in writing, so you avoid reminder fees while the matter is open.
Frequently asked questions
How long should I wait before I chase it up?
Until fourteen days after you notified the shop, or fourteen days after you sent the proof of sending, whichever is later. After that you can send a reminder.
What if the shop says the parcel never arrived?
That is what your proof of sending is for. It shows that you sent the parcel back in time, and once the shop has it, it can no longer hold back the refund on the grounds that the parcel has not arrived. Use a tracked service for returns of any value, so you can show where the parcel went.
Can I get my money back through my bank?
If you paid by card, you can ask your card issuer for a chargeback. A bank transfer usually cannot be reversed by your bank; in that case the shop has to make the refund itself.
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Checked on 28 October 2026