Who can help if you have a problem with a shop in another EU country?
European Consumer Centre Denmark
Short answer
Forbruger Europa is the European Consumer Centre in Denmark and is part of the Danish Competition and Consumer Authority. It helps consumers for free when they have a problem with a business in another EU country, Iceland, Norway or the UK. The help covers online and in-store purchases, counterfeit goods and subscriptions, as well as travel problems such as delayed flights. Before you contact it, complain to the seller in writing, as soon as possible, and keep receipts and screenshots.
Why
- The help is free of charge.
- It covers the EU, Iceland, Norway and the UK.
- You must complain to the seller first.
Details
Geo-blocking is banned in the EU: a shop in another EU country may not refuse your purchase or redirect you to a Danish site automatically.
Tip
Take photos of a damaged parcel before you open it, as they help your case.
What may differ
Phone hours are short and listed differently on the site, so check them before you call.
Common misconception
Many think a shop in another EU country must deliver to Denmark.
What actually happens
A seller in another EU country does not have to deliver to Denmark, but it may not block you from buying.
People also ask
- What are your rights when you buy online in another EU country?
- Can Forbruger Europa help with a delayed flight?
- How do you complain about a Danish shop?
Sources
This answer is for reference only. Postal prices and services change, so check the postal operator before you send.
Practical infoRelated questions
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Can you get your money back from your bank if a webshop does not deliver?
When you pay online with a payment card such as Dankort, your bank can move the money back if the item never arrives, you get the wrong item or you were charged more than agreed.
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How do you complain about a purchase in Denmark if the shop says no?
You must first complain to the seller, preferably in writing, and the seller must have rejected your claim fully or partly.
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What is e-mærket on Danish webshops?
e-mærket is a non-profit organisation that has certified Danish webshops since 2000 and has more than 2,000 members as of November 2026.
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What are your rights when you buy from an online shop outside the EU?
When you buy from a shop outside the EU, the 2-year right to complain applies if the shop markets itself in Denmark, for example with Danish language, prices in DKK and delivery to Denmark.