Order #21800
Order #21800, 7 July 2026, EUR 80.04 for 500g magnesium L-threonate. I never received it and VitaMondo has refused both a refund and a replacement.
On 15 July I asked them to redirect the parcel. They refused on 21 July at 12:26, saying it was "already in transit through the carrier's network". Their own PostNL record (LR291272298NL) shows the parcel was pre-advised to PostNL at 10:29 that morning, marked ready for shipment at 13:29 — an hour after their refusal — and only physically received by PostNL on 3 August. It reached a pickup point in Luxembourg on 6 August and has shown no tracking event since.
I then heard nothing from them for six weeks, so I was never told where the parcel could be collected.
Since 1 September they have given three incompatible accounts: that the parcel had been scheduled for destruction and that their packages "never return back to us and usually get destroyed"; then that it was awaiting collection and I should go and get it; then that it was not collected in time. I asked twice for written confirmation from the carrier that the parcel was still held. None was provided.
Their only offer was 50% off a new order — paying a second time for goods already paid for in full. Under Article 20 of the EU Consumer Rights Directive risk passes to the consumer on taking physical possession, which never happened here.
The products were fine when they arrived. The problem is what happens when delivery goes wrong: the story changes, and the loss is yours.
Antwoord van VitaMondo
We are sorry that this delivery did not work out, but there are some important facts missing from this review.
The order was shipped to the Luxembourg address provided by the customer when the order was placed. It was handed over to our international shipping partner in China on 9 July.
The customer contacted us several days later asking us to change the delivery destination from Luxembourg to France. We checked with the shipping partner whether the parcel could still be intercepted and redirected to another country, but unfortunately this was no longer possible.
The later dates shown in PostNL tracking relate to the stage at which the parcel entered the PostNL network. They do not mean that the parcel was still in our warehouse during that period.
The shipment subsequently reached Luxembourg, where delivery was attempted and the parcel was made available for collection. Unfortunately, it was not collected within the applicable collection period.
After an uncollected parcel leaves the local pickup process, the international shipping service we use does not provide a return-to-sender service back to our warehouse. Such parcels therefore enter the carrier's undeliverable-parcel process and are ultimately disposed of.
Although the order was shipped correctly to the address supplied at checkout, we nevertheless offered the customer a 50% discount on a replacement order as a gesture of goodwill.
We regret that we were unable to find a solution acceptable to the customer, but we believe it is important that the full delivery timeline is clear.
