It is, of course, unfortunate if you have a complaint about our services. We kindly ask you to follow our procedural rules, as described below, to submit your complaint about the delivery. We will do our utmost to resolve your complaint as best as we can.
You can contact us via the "Submit a Request" button. Please provide your order number and a clear description of the complaint, supported by as much information as possible, such as photos and any other communication that has already taken place.
Complaints handling and disputes
- The entrepreneur has a well-communicated complaints procedure and handles complaints in accordance with this procedure.
Complaints about the performance of the agreement must be submitted to the entrepreneur within a reasonable time, fully and clearly described, after the consumer has discovered the defects. - Complaints submitted to the entrepreneur will be answered within 30 days from the date of receipt. If a complaint requires a foreseeable longer processing time, the entrepreneur will respond within 30 days with an acknowledgment of receipt and an indication of when the consumer can expect a more detailed answer.
- Agreements between the entrepreneur and the consumer are subject only to Dutch law, as far as international private law permits.
- Purchases by customers are protected by Trusted Shops.
- When the entrepreneur requests intervention, the consumer must respond in writing within five weeks of a written request from the entrepreneur, indicating whether they also wish this or prefer to have the dispute handled by the competent court. If the entrepreneur does not receive the consumer's choice within the five-week period, the entrepreneur is entitled to submit the dispute to the competent court.
The EU Commission provides a platform for online dispute resolutions (ODR) which can be accessed at https://ec.europa.eu/consumers/odr/. This platform serves as a contact point for out-of-court settlement of disputes arising from online sales or service contracts in which a consumer is involved.