Shopping online is convenient and often cheaper, but unfortunately scammers are active too. In this comprehensive guide you'll learn how to recognize trustworthy online stores, pay safely and what to do if something goes wrong anyway.

Recognize a trustworthy online store

1. Check the web address (URL)

  • HTTPS: The address must start with https:// (with an 's'). You'll also see a padlock in the address bar.
  • Correct domain: Check that the name is right. "bol.com" is real, "bol-aanbiedingen.shop" is not.
  • Unusual extensions: Be careful with .shop, .store and .online domains from unknown stores.

2. Look for contact details

A trustworthy online store always lists:

  • Company name and address: A real physical address (not just a PO box)
  • KvK number: Mandatory for Dutch online stores (registration number with the Dutch Chamber of Commerce)
  • Phone number: Preferably a landline number
  • Email address: Ideally an address with the domain name (info@companyname.nl)

3. Check for trust marks

Reliable Dutch trust marks are:

  • Thuiswinkel Waarborg: The best-known trust mark, with extensive guarantees
  • WebwinkelKeur: Vetted online stores with customer reviews
  • Qshops: Trust mark with verification

Important: Always click the trust mark logo to check that it's genuine. Scammers sometimes display fake logos.

4. Read the reviews

  • Search Google for "[store name] experience" or "[store name] review"
  • Look at Trustpilot, Kiyoh or Google Reviews
  • Check the date of the reviews: are they recent?
  • Be critical when there are only 5-star reviews (they may be fake)
  • Read the negative reviews too

5. Check the terms and conditions

A serious online store has clear:

  • Terms and conditions
  • Return policy (a 14-day cooling-off period is required by law)
  • Privacy statement
  • Shipping costs and delivery times

Warning signs of fake stores

Stay alert for these red flags:

Deals that are too good to be true

  • 70 to 90% off brand-name products
  • Prices far lower than at other stores
  • "While stocks last" or "only 3 left" pressure
  • Countdown timers that create urgency

Poor website

  • Spelling and grammar mistakes
  • Strange translations or sentences that make no sense
  • Low-quality product photos
  • Text copied from other websites

Suspicious payment options

  • Only prepayment by bank transfer
  • No well-known payment methods (iDEAL, PayPal)
  • Requests for extra charges after you order

Lack of transparency

  • No contact details, or contact details you can't find
  • No KvK number
  • Vague or no return policy
  • Customer service you can't reach

Safe payment methods

  • iDEAL: Safe, you pay through your own bank. The store gets none of your details.
  • PayPal: Offers buyer protection. You can request a refund if there are problems.
  • Credit card: Good protection, you can dispute payments (chargeback).
  • Buy now, pay later: Klarna, Afterpay, Billink: you only pay after you receive your order.

Avoid with unknown stores

  • Direct bank transfer: The money is gone immediately and hard to get back.
  • Cryptocurrency: Anonymous and impossible to get back.
  • Gift cards: A method scammers use a lot.
  • Western Union/MoneyGram: Almost always fraud.

Protecting your credit card details

  • Don't save your credit card details with stores you rarely use
  • Use the option to check out as a "guest" if available
  • Check your credit card statements regularly

Protect your personal data

What an online store needs

  • Name and address (for shipping)
  • Email address (for confirmation)
  • Phone number (for the delivery driver)
  • Payment details

What an online store does NOT need

  • BSN (Dutch citizen service number): Never! No online store is allowed to ask for it.
  • Copy of your ID: Only for certain products (a phone with a plan).
  • Bank password or PIN: NEVER!
  • Full date of birth: Only for age verification (alcohol).

After your order

Keep these records

  • Confirmation email with order number
  • Proof of payment
  • Screenshots of the product page (for expensive purchases)
  • All communication with the store

Track your package

  • A real online store sends a tracking code
  • Go to the carrier's website yourself (PostNL, DHL)
  • Don't just click links in unexpected text messages

What if something goes wrong?

Package doesn't arrive

  1. Contact the online store (use the contact form and email)
  2. Wait a reasonable period (7 to 14 days after the expected delivery date)
  3. No response? Bring in your payment service:
    • PayPal: open a dispute in the Resolution Center
    • Credit card: request a chargeback from your bank
    • Klarna/Afterpay: contact their customer service
  4. Report the store to the Fraudehelpdesk, the Dutch fraud help desk (0900-1234 or fraudehelpdesk.nl)
  5. File a police report (online via politie.nl)

Product is different than expected

  1. Take photos as evidence
  2. Contact the online store
  3. You have a 14-day cooling-off period for online purchases (legal right)
  4. The store must refund you within 14 days of the return

Defective product

  • For a defect within 6 months: the store must prove that it's your own fault
  • You're entitled to repair, replacement or a refund

Useful websites for checking

With this knowledge you can shop online with confidence!

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