Of course we don't like getting complaints about how our service is experienced. Yet we would like to hear them - it helps us to improve and solve the problem together! Our employees are there to help. In case you have a complaint send us an e-mail via the contactform.
Mention the following information when filing a complaint
- Name, telephone number and e-mailaddress
- Description of the complaint
- Proof when applicable (photo)
- Any previous communication
Is an item damaged on receipt? Please contact the service department for a quick settlement. We will come up with a suitable solution. Some reasonableness applies here: for example, a loose button is not a case of a faulty product. We can not take back a worn product, unless it falls within the guarantee period and within the warranty conditions.
Fashion items should always be sent for review in case of defects or be issued for assessment in a shop. You will find more information about exchange and return here (don't forget to include our withdrawal form). Depending on the purchase date and the defect, it can be assessed whether or not the article is covered by the warranty. Our specialists assess whether the defect was caused by 'normal' wear or by a production error. If the latter is the case, it can be covered by warranty, provided the defect is reported to us within 6 months.
How is your complaint handled?
After submitting the complaint you will receive an answer within 14 days. If more time is required for the handling of your complaint, you will receive a confirmation of receipt within these 14 days, stating the period within which you can expect a substantive response from us.
Stichting Webshop Keurmerk
If the problem can't be solved together, you can always contact the mediation department of Stichting Webshop Keurmerk to which we are affiliated.
Since February 15th 2016, it is also possible for consumers in the EU to register complaints via the ODR platform of the European Commission. This ODR platform can be found at https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage. If the complaint is not yet under consideration elsewhere, you are free to register a complaint through the European Union platform.