Dispute Resolution
The German version is legally binding. This translation is for convenience.
The direct route first
Most problems can be solved in one e-mail. Write to support@vestrasales.com with your order number and a short description. We usually reply within one working day and get back to you with a decision or an interim update after seven days at the latest.
Complaints about sellers
In case of problems with a third-party seller — goods not arrived, condition differs, refund not made — we mediate and can withhold the seller's share until the matter is resolved. If no solution is reached, we refund ourselves in the cases set out in clause 10.3 and 12.2 of the Terms of Sale.
Reporting illegal content (Art. 16 DSA)
Anyone can report listings to us that they consider illegal — for example counterfeits, trademark infringements or prohibited products. Please state:
- the exact address (URL) of the listing,
- an explanation of why the content is said to be illegal,
- your name and an e-mail address (except for reports of criminal offences against persons),
- a statement that your information is accurate and complete to the best of your knowledge.
Send reports to support@vestrasales.com with the subject "DSA report". We confirm receipt immediately, decide promptly and carefully, and inform you of the decision together with the reasons. Rights holders who repeatedly send us accurate reports are treated with priority (Art. 22 DSA).
If we remove a listing
Affected sellers are informed, with reasons, of any removal, suspension or reduction in visibility (Art. 17 DSA) and may object to the decision by e-mail within 14 days. The objection is reviewed by a person who was not involved in the original decision. We communicate the decision on the objection with reasons.
In the case of manifestly unfounded reports or repeatedly illegal listings we suspend processing after reasonable prior warning or suspend the account (Art. 23 DSA).
Out-of-court dispute resolution for consumers
We are neither obliged nor willing to participate in dispute resolution proceedings before a consumer arbitration board under the German Consumer Dispute Resolution Act (VSBG). Your option to take legal action remains unaffected; so does our effort to resolve every case directly first.
Note: the European Commission's former online dispute resolution platform (ODR platform) was discontinued on 20 July 2025. A link to it has therefore been removed. In cross-border cases you may contact the European Consumer Centre (evz.de).
Jurisdiction and applicable law
German law applies. The statutory places of jurisdiction apply to consumers; mandatory consumer protection provisions of the state of residence remain unaffected (Art. 6 (2) Rome I Regulation).
Contact point for authorities
For enquiries from authorities and courts under Art. 11 DSA you can reach us at support@vestrasales.com. Procedural languages are German and English.