Order #21800
Order #21800, 7 July 2026, EUR 80.04 for 500g magnesium L-threonate. I never received it, and VitaMondo 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" and could not be rerouted. Their own carrier record (LR291272298NL) shows the parcel had not yet cleared Chinese export customs on that date — export clearance 17 July, departure from China 20 July — and that PostNL only took physical possession on 3 August. It reached a pickup point in Luxembourg on 6 August. No "delivered" event exists anywhere in the record.
I then heard nothing from them for six weeks, so I was never told where the parcel could be collected.
From 1 September they gave 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 had not been collected in time. The carrier marked it "package wasn't picked up in time — overdue parcels" on 4 September, the morning after they told me to go and collect it. I asked twice for written confirmation from the carrier that the parcel was still held. None was ever provided.
Their only offer was 50% off a new order — paying a second time for goods already paid for in full. I pointed out that under Article 20 of the EU Consumer Rights Directive the risk passes to the consumer only on taking physical possession, which never happened here. They never addressed the point.
Update 1: I filed an item-not-received claim with PayPal. It was decided in my favour and the payment refunded in full, within a day, without the seller contesting it.
Update 2, and worth knowing if you buy supplements on the basis of where they come from: the tracking record shows this order was shipped directly from Mainland China — accepted by a carrier in Shenzhen on 9 July and exported from China on 17 July — not from Finland or anywhere in the EU. If provenance matters to you, ask them before ordering where the product is manufactured and whether they can supply a batch certificate of analysis.
VitaMondo からの回答
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.
