Still no refund after a month – return “lost” and no responsibility taken
I ordered shoes from this store, they didn't fit and I returned them shortly after using the return instructions provided. I have a postal receipt proving the package was shipped back, and I sent it to the store.
It has now been over a month, and I still haven’t received my refund.
Instead of issuing the refund (as required by Danish consumer law once return proof is provided), the store keeps replying with the same message:
they are “waiting for PostNord” and “cannot do anything until investigation is over”.
This is not true — legally, the seller must refund the customer within 14 days after being notified of the return, if the customer can prove the parcel was sent back. The investigation between the store and the courier is not the customer’s problem.
So far, this company is delaying, avoiding responsibility, and holding on to my money even though I fully complied with their return policy.
Very disappointing experience — I would not recommend shopping here unless you are prepared to wait indefinitely for a refund if something goes wrong.
Reply from LØBESHOP.DK
Hi Valeriia,
Thank you for taking the time to share your experience — and we’re genuinely sorry for the frustration this long delivery investigation has caused. We fully understand your situation, and we agree that you have done everything correctly by returning the parcel and providing proof of shipment.
Unfortunately, the case with PostNord has taken far longer than we expected, and we are truly sorry for the delay. Even though we normally have to wait for PostNord’s conclusion, we also want to be fair to our customers.
Therefore, we have now processed your refund, and we will handle the ongoing investigation with PostNord internally from here.
Again, we apologise for the inconvenience and the unnecessary wait.
Thank you for your patience, and we hope we get the chance to give you a much better experience next time.
Kind regards,
Jesper
Løbeshop.dk