Can you get your money back from your bank if a webshop does not deliver?
Card payments and chargeback
Short answer
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. Mobile payments made with a linked payment card give the same option. The bank normally requires that you have first complained to the shop in writing without result, and there are deadlines. If a Danish or EU shop gives no delivery date, it has 30 days to deliver.
Why
- Card payment gives you a way back if the shop fails.
- You must contact the shop first.
- Shops without a stated date have 30 days to deliver.
Details
A bank transfer does not give the same protection, so for payments abroad you need the bank name, account holder, IBAN and BIC.
Tip
Save the order confirmation and your messages to the shop, as the bank will ask for them.
What may differ
Deadlines apply to a chargeback, so ask your bank about them as soon as the shop fails to help.
Common misconception
Many think a card payment cannot be undone once it has gone through.
What actually happens
A bank can reverse a card payment for an online purchase in many cases, for example if the item never arrives.
People also ask
- How long does a webshop have to deliver in Denmark?
- What is e-mærket buyer protection?
- Is it safe to pay with MobilePay online?
Sources
- Danish Competition and Consumer Authority: Rights when you shop onlineChecked at:
- Danish Competition and Consumer Authority: Online shopping outside the EUChecked at:
- European Consumer Centre Denmark: Buying online in other EU countriesChecked at:
- Danish Competition and Consumer Authority: Ready for Christmas shopping 2026? Know your consumer rightsChecked at:
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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Who can help if you have a problem with a shop in another EU country?
Forbruger Europa is the European Consumer Centre in Denmark and is part of the Danish Competition and Consumer Authority.
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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.