Dispute Resolution & Complaints

This is a courtesy translation. The legally binding version of this page is the German one: Streitbeilegung & Beschwerden.

First: report it directly

Most matters are resolved fastest where they arose.

For an order — goods missing, damaged, spoiled or differing from the description — please report the case through your order overview. The report reaches the seller responsible, and the process stays documented in a way you can follow.

If you get no further there, contact our customer service; the contact details are given under Contact.

Complaints about content

Reviews, questions and answers, and offers can be reported if they are unlawful or breach our rules.

A report is a notice, not a preliminary decision: reported content goes into a review in which a human decides. Those involved are informed of the outcome.

If you disagree with a decision — including as a seller whose offer was removed or whose shop was restricted — you can object to it through the channels named in the imprint. Please state what the complaint refers to and why you consider the decision to be wrong.

Complaints from sellers

Sellers can object to measures affecting their shop, as well as raise questions about settlements, commissions, security retentions and payouts. The underlying settlements can be viewed at any time in the seller view.

Data protection

Please address data protection matters — access, rectification, erasure, objection — to the contact details given in section 35 of the privacy policy. You can also submit access and erasure requests in your customer account under “Data protection”.

Independently of this, you have the right to lodge a complaint with a data protection supervisory authority. The competent authority is in particular:

Der Hamburgische Beauftragte für Datenschutz und Informationsfreiheit
Ludwig-Erhard-Straße 22
20459 Hamburg
Germany

Consumer arbitration

We are neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board (§ 36 of the German Consumer Dispute Resolution Act, VSBG).

Your statutory rights and recourse to the ordinary courts remain unaffected by this.

Note: The European Commission's online dispute resolution platform was discontinued on 20 July 2025. A reference to it is therefore omitted.

Accessibility

We accept reports of barriers to accessing our service through the channels named under Accessibility.

Version: September 2026