How do you complain about a purchase in Denmark if the shop says no?
The public complaints system
Short answer
You must first complain to the seller, preferably in writing, and the seller must have rejected your claim fully or partly. Then you file the complaint through the complaint portal of Nævnenes Hus, where it starts with the Mediation Team for Consumer Complaints for a fee of 100 DKK as of November 2026, which is not refunded. If you do not reach an agreement, you can take the case to Forbrugerklagenævnet for 400 DKK, which you get back if you win. The price of the item or service must be between 1,220 and 100,000 DKK, or at least 790 DKK for clothes and shoes.
Why
- Mediation comes before a legal decision.
- The board fee is refunded if you win.
- There are lower and upper limits on the price.
Details
The board can only handle the case if it is a consumer purchase and the business is established in Denmark.
Tip
Keep all mail with the seller, as the board decides on written evidence and cannot hear witnesses.
What may differ
The fees and limits here apply as of November 2026 and can change, so check them before you file.
Common misconception
Many think you must go to court to win a dispute with a shop.
What actually happens
Most consumer disputes can be handled in writing by Nævnenes Hus for a small fee.
People also ask
- What if the shop does not follow the decision?
- How long does a consumer complaint take?
- Can you complain about a shop in another EU country?
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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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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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.