Note: Until December 31, 2022, the "Purchase via idealo" option was available. We have compiled all the important information about it here for you. If you have questions regarding a past order, please check there first to see if you can find the information you need.

 

Contacting the Shop

The shop where you placed your order via idealo is always your first point of contact. When purchasing via idealo, you can find all details about the shop, including its terms and conditions (T&Cs), by clicking on the shop’s name.

If direct contact information is missing, please search for the shop online and check the "Customer Service," "Contact," or "Imprint" sections on their website. Not all shops offer phone support.

 

Delivery or Additional Shipments

Only the respective retailer can provide information about the delivery status of your order. We do not have access to information regarding whether you completed a purchase after visiting a shop via idealo.

If you have received a tracking number, please check the carrier’s website (e.g., DHL) for the latest status updates. If this does not provide clarity, please contact the shop to inquire about your shipment. For additional shipments, there may be a different tracking number.

 

Complaints, Defects, Returns, Warranty, or Guarantee

If there is an issue with an item you previously ordered, contact the shop directly. The shop is responsible for handling warranty or guarantee claims, repairs, or exchanges.

For certain brand-name products, the manufacturer may also be able to assist you. You will need proof of purchase to claim the manufacturer's warranty. The duration and conditions of this warranty should have been provided at the time of purchase.

To receive a prepaid return label, check with the shop whether they offer this service. Retailers are not required to provide prepaid return labels, meaning you may have to cover the return shipping costs yourself or pay in advance and request reimbursement.

 

Payment Requests or Reminders

Most online orders require payment at the time of purchase.

Advance payment (prepayment) is common but should only be made via secure payment methods (e.g., PayPal or credit card via a reputable provider such as Klarna) - especially if you are ordering from a shop for the first time. Do not pay via direct bank transfer if you are unfamiliar with the retailer.

Invoice payment is considered a secure option, as you receive the product before making payment.

If a shop requests payment, please first verify your original order and payment status. Then, contact the shop to correct any outstanding payments or incorrect charges.

Warning: If an email does not match any of your orders or arrives unexpectedly after a long time, do not click on any links—it could be a phishing email (see below).

 

Waiting for a Refund or Reimbursement from the Shop

Refunds (e.g., for a cancellation) are usually processed via the same payment method you used for the purchase. The original shipping costs are typically also refunded.

For partial refunds or compensation for product defects, the refund process may vary depending on the payment method. In some cases, the shop may need to request your bank details to process the refund.

Always try to clarify the issue directly with the shop. If necessary, idealo can assist you. Please contact us with detailed information about your case, and we will try to resolve the issue in cooperation with the shop.

 

I Can't Reach the Shop

If you have unsuccessfully tried to contact a shop via their contact form, email, and/or phone, we will try to assist you. Please use our contact form and provide all relevant information so we can process your request.

 

Fraudulent Activities

Scams involving fake emails, fraudulent websites, or misleading claims exist throughout the internet.

Always be cautious if you receive unexpected offers or demands—such as a shipping confirmation for a package you never ordered or a payment reminder for an already settled invoice. In such cases, do not click on any links or buttons in the email.

Some fraudulent shops illegally use idealo logos or fake reviews to appear legitimate. If you come across a suspicious website that appears to be associated with idealo, please contact our customer service immediately. We can check whether the email or retailer is genuine.

For more details on how to identify fraudulent emails, check our guide on phishing emails.

 

The Shop No Longer Exists

If a shop has gone out of business due to closure, bankruptcy, or a company sale, you may not be able to find them anymore.

For warranty claims, check if the manufacturer can assist you (see above). If you cannot find their contact information, please reach out to us via our contact form.

Note: A company declaring bankruptcy does not necessarily mean it has ceased operations. In many cases, the shop continues to function normally while undergoing financial restructuring. If you are concerned about the risk, decide for yourself whether you still want to purchase from them.

Warranty claims and customer rights in the event of bankruptcy are usually handled by the insolvency administrator. You should be able to find information on the shop’s website regarding this process.