Filing a complaint
We do our best to make sure every order goes smoothly, but something can go wrong. If it does, let us know and we will resolve it. Submit your complaint via the contact form, by email to [email protected], or by live chat on +31 85 060 05 90. Please state your order number and describe as specifically as possible what happened; photos help.
How quickly we respond
You will receive an acknowledgement of receipt within one working day and a substantive response within 14 days at the latest. If we need more time, for example because we need to assess a product, we will let you know within that period and indicate when you can expect an answer. In practice, we answer most complaints within a few working days.
Independent mediation
If we cannot resolve things together, you can submit your complaint to the independent dispute mediation service of ValuedShops (Stichting WebwinkelKeur), of which Doll.shop is a member. ValuedShops mediates between consumer and webshop free of charge. More information is available at webwinkelkeur.nl under “Report a dispute”.
In addition, as a consumer in the European Union you can use the European Commission’s ODR platform for online disputes (ec.europa.eu/odr). Dutch law applies to our agreements; see also our terms and conditions.
What we do with it
Every complaint is recorded and discussed. Complaints about a product are passed on to the manufacturer; complaints about delivery are discussed with UPS. This is how we improve our range and our service. We leave reviews via ValuedShops unchanged, whether positive or critical.