Verified: 18 March 2026 09:40 am CET
Industry: Fashion Retail
Jurisdiction: Germany
Primary Regulator: Verbraucherzentrale
Important Safety Warning: Beware of fake customer service numbers on search engines. Only use official channels. Scammers frequently buy ads to promote fraudulent phone numbers. C&A staff will never ask for your account password, or ask you to verify your bank details over the phone to process a refund.
Level 1: Customer Support (Kundenservice)
- How to complain: Submit your issue via the official C&A online contact form, email them at service@shop-cunda.de, or call their central customer service hotline at 0211 / 9872 7000 (subject to standard landline rates).
- Source Verification: Impressum - C&A Online-Shop
- Availability: The central customer service hotline operates Monday to Friday from 08:00 to 20:00, and Saturday from 08:00 to 16:00 (CET).
- Source Verification: FAQ Bestellung - C&A
- Timeline: C&A aims to respond to standard shipping, return, and product queries within 1 to 3 business days via digital support channels.
Level 2: Formal Written Complaint & Mahnung
- Who to contact: Formally escalate your financial dispute regarding an online purchase or unresolved store issue by sending a registered letter with return receipt (Einschreiben mit Rückschein) to their German headquarters addressed to the Management Board, C&A Mode GmbH & Co. KG, Wanheimer Straße 70, 40468 Düsseldorf, Germany, clearly stating your claim and setting a legally binding 14-day deadline (Mahnung) for them to issue a refund or resolution.
- Source Verification: Impressum - C&A Online-Shop
- Timeline: The legally binding deadline of 14 days (set via your Mahnung) provides the company a strict timeframe to resolve the issue before they legally default (in Verzug geraten).
Level 3: Regulatory Authority / ADR
- Authority: C&A explicitly states in their Impressum and Legal Terms that they are not obliged or willing to participate in dispute resolution proceedings before a German consumer arbitration board (Verbraucherschlichtungsstelle); therefore, your primary recourse is to seek free consumer rights guidance from your local Consumer Advice Centre (Verbraucherzentrale) or use the European Commission’s Online Dispute Resolution (OS-Plattform) for online purchases.
- Source Verification: Verbraucherschlichtung - C&A
- Timeline: You can contact consumer protection immediately after the 14-day deadline in your Mahnung expires without a satisfactory refund or resolution.
Level 4: Legal Action
- Pre-Litigation: Before initiating formal court proceedings, you can seek case-specific legal assistance and representation from your local Consumer Advice Centre (Verbraucherzentrale) to evaluate your breached contract claim against C&A.
- Source Verification: Verbraucherzentrale - Beschwerde
- Court/Arbitration: If C&A is in default (Verzug) after ignoring your formal Mahnung, you can initiate the judicial dunning process (gerichtliches Mahnverfahren) online to obtain an enforceable payment title against them, or file a civil lawsuit at your local district court (Amtsgericht) for financial claims up to €5,000.
- Source Verification: Gemeinsames Mahnportal der Länder
Community Action: Is C&A still refusing to refund you for a missing online return, or ignoring a complaint about a defective piece of clothing? Reply below (do not share your passwords, full account numbers, or PINs), and our community will point you to the right legal templates!