{"id":4750,"date":"2026-09-03T18:42:49","date_gmt":"2026-09-03T18:42:49","guid":{"rendered":"https:\/\/doll.shop\/serviciul-clienti\/procedura-de-reclamatii\/"},"modified":"2026-09-09T16:19:09","modified_gmt":"2026-09-09T16:19:09","slug":"procedura-de-reclamatii","status":"publish","type":"page","link":"https:\/\/doll.shop\/ro\/serviciul-clienti\/procedura-de-reclamatii\/","title":{"rendered":"Procedura de reclama\u021bii"},"content":{"rendered":"<div class=\"container\">\n<nav class=\"breadcrumb\" aria-label=\"pesmet\">\n<ol>\n<li><a href=\"https:\/\/doll.shop\/ro\/\">Acas\u0103<\/a><\/li>\n<li><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/\">Serviciul Clien\u021bi<\/a><\/li>\n<li aria-current=\"page\">Procedura de reclama\u021bii<\/li>\n<\/ol>\n<\/nav>\n<div class=\"article\">\n<aside class=\"article__side\">\n<nav class=\"svcnav\" aria-label=\"Serviciul Clien\u021bi\">\n<h2><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/\">Serviciul Clien\u021bi<\/a><\/h2>\n<h3>Comand\u0103 &amp; livrare<\/h3>\n<ol>\n<li><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/timpul-de-livrare-si-costurile-de-transport\/\">Timpul de livrare \u0219i costurile de transport<\/a><\/li>\n<li><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/metode-de-plata\/\">metode de plat\u0103 \u0219i plata discret\u0103<\/a><\/li>\n<\/ol>\n<h3>dup\u0103 achizi\u021bia ta<\/h3>\n<ol>\n<li><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/retururi-si-dreptul-de-retragere\/\">Retururi \u0219i dreptul de retragere<\/a><\/li>\n<li><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/formular-de-retragere-a-modelului\/\">Formular de retragere a modelului<\/a><\/li>\n<li><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/conditii-de-garantie\/\">Condi\u021bii de garan\u021bie<\/a><\/li>\n<li><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/procedura-de-reclamatii\/\" aria-current=\"page\">Procedura de reclama\u021bii<\/a><\/li>\n<li><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/intrebari-frecvente\/\">\u00centreb\u0103ri frecvente<\/a><\/li>\n<\/ol>\n<h3>Companie &amp; termeni<\/h3>\n<ol>\n<li><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/despre-magazinul-de-papusi\/\">aproximativ Doll.shop<\/a><\/li>\n<li><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/interval-responsabil\/\">Interval responsabil<\/a><\/li>\n<li><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/detaliile-companiei\/\">Detaliile companiei<\/a><\/li>\n<li><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/termeni-si-conditii\/\">Termeni si conditii<\/a><\/li>\n<li><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/declaratie-de-confidentialitate\/\">Declara\u021bie de confiden\u021bialitate<\/a><\/li>\n<li><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/politica-cookie-urilor\/\">Politica cookie-urilor<\/a><\/li>\n<\/ol>\n<\/nav>\n<nav class=\"toc svc-toc\" aria-label=\"Pe aceast\u0103 pagin\u0103\">\n<h2>Pe aceast\u0103 pagin\u0103<\/h2>\n<ol>\n<li><a href=\"#filing-a-complaint\">Depunerea unei pl\u00e2ngeri<\/a><\/li>\n<li><a href=\"#how-quickly-we-respond\">C\u00e2t de repede r\u0103spundem<\/a><\/li>\n<li><a href=\"#independent-mediation\">Mediere independent\u0103<\/a><\/li>\n<li><a href=\"#what-we-do-with-it\">Ce facem cu el<\/a><\/li>\n<\/ol>\n<\/nav>\n<\/aside>\n<article class=\"article__main\">\n<header class=\"article__head\">\n        <span class=\"eyebrow\">dup\u0103 achizi\u021bia ta<\/span><\/p>\n<h1>Procedura de reclama\u021bii<\/h1>\n<p class=\"article__lead\">Nu sunt mul\u021bumit? Cum s\u0103 depune\u021bi o pl\u00e2ngere, c\u00e2t de repede r\u0103spundem \u0219i ce mediere independent\u0103 este disponibil\u0103 prin ValuedShops.<\/p>\n<p class=\"article__meta\"><span>Doll.shop<\/span> \u00b7 <time datetime=\"2026-09-03\">Ultima actualizare 3 septembrie 2026<\/time><\/p>\n<\/header>\n<div class=\"prose article__body svc__body\">\n<h2 id=\"filing-a-complaint\">Depunerea unei pl\u00e2ngeri<\/h2>\n<p>Facem tot posibilul pentru a ne asigura c\u0103 fiecare comand\u0103 merge bine, dar ceva poate merge prost. Dac\u0103 se \u00eent\u00e2mpl\u0103, anun\u021ba\u021bi-ne \u0219i o vom rezolva. Trimite reclama\u021bia prin<a href=\"https:\/\/doll.shop\/ro\/contact\/\">Formularul de contact<\/a>, prin e-mail la info@doll.shop sau prin chat la +31 85 060 05 90. te rug\u0103m s\u0103 preciza\u021bi num\u0103rul comenzii \u0219i s\u0103 descrie\u021bi c\u00e2t mai precis posibil ce sa \u00eent\u00e2mplat; Fotografiile ajut\u0103.<\/p>\n<h2 id=\"how-quickly-we-respond\">C\u00e2t de repede r\u0103spundem<\/h2>\n<p>Vei primi o confirmare de primire \u00een termen de o zi lucr\u0103toare \u0219i un r\u0103spuns substan\u021bial \u00een termen de 14 zile cel t\u00e2rziu. Dac\u0103 avem nevoie de mai mult timp, de exemplu pentru c\u0103 trebuie s\u0103 evalu\u0103m un produs, te vom anun\u021ba \u00een acea perioad\u0103 \u0219i te vom indica c\u00e2nd te po\u021bi a\u0219tepta la un r\u0103spuns. \u00cen practic\u0103, r\u0103spundem la majoritatea reclama\u021biilor \u00een c\u00e2teva zile lucr\u0103toare.<\/p>\n<h2 id=\"independent-mediation\">Mediere independent\u0103<\/h2>\n<p>Dac\u0103 nu putem rezolva lucrurile \u00eempreun\u0103, te po\u021bi depune reclama\u021bia la Serviciul Independent de Mediere a Litigiului din ValuedShops (Stichting WebwinkelKeur), din care Doll.shop este membru. ValuedShops mediaz\u0103 gratuit \u00eentre consumator \u0219i magazin web. Mai multe informa\u021bii sunt disponibile la webwinkelkeur.nl sub \u201eRaporta\u021bi o disput\u0103\u201d.<\/p>\n<p>\u00cen plus, \u00een calitate de consumator \u00een Uniunea European\u0103 po\u021bi utiliza Platforma ODR a Comisiei Europene pentru litigiile online (ec.europa.eu\/odr). Legea olandez\u0103 se aplic\u0103 acordurilor noastre; Vezi \u0219i<a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/termeni-si-conditii\/\">termeni si conditii<\/a>.<\/p>\n<h2 id=\"what-we-do-with-it\">Ce facem cu el<\/h2>\n<p>Fiecare pl\u00e2ngere este \u00eenregistrat\u0103 \u0219i discutat\u0103. Pl\u00e2ngerile cu privire la un produs sunt transmise produc\u0103torului; Pl\u00e2ngerile cu privire la livrare sunt discutate cu UPS. Acesta este modul \u00een care ne \u00eembun\u0103t\u0103\u021bim gama \u0219i serviciile noastre. L\u0103s\u0103m recenziile prin ValuedShops neschimbate, indiferent dac\u0103 sunt pozitive sau critice.<\/p>\n<\/p><\/div>\n<section class=\"kbcta\">\n<div>\n<h2>\u00cenc\u0103 nu sunte\u021bi sigur?<\/h2>\n<p>Scrie-ne \u00een chat. \u00cen zilele lucr\u0103toare r\u0103spundem \u00een cel mult o or\u0103, sincer \u0219i f\u0103r\u0103 discurs comercial.<\/p>\n<\/div>\n<div class=\"row\" style=\"gap:10px\"><style>.dschat-slot{min-height:66px;margin-top:10px}.dschat-slot--compact{min-height:50px;margin:0}.dschat-slot .dschat-ask{margin-top:0}.dschat-slot[hidden],.dschat-ask[hidden]{display:none}.dschat-ask{display:flex;align-items:center;gap:14px;width:100%;margin-top:10px;padding:10px 14px 10px 10px;background:#fff;border:1px solid #C8C4BE;border-radius:14px;cursor:pointer;text-align:left;font:inherit;color:#1A1917;transition:border-color .15s,box-shadow .15s}.dschat-ask:hover{border-color:#624E4C;box-shadow:0 6px 20px rgba(74,59,57,.10)}.dschat-ask:focus-visible{outline:3px solid rgba(98,78,76,.35);outline-offset:2px}.dschat-ask.is-loading{opacity:.7;cursor:progress}.dschat-av{position:relative;flex:none;width:44px;height:44px;border-radius:50%;background:linear-gradient(135deg,#6B5350,#4A3B39);color:#fff;font-weight:800;font-size:15px;display:grid;place-items:center;overflow:visible}.dschat-av img{width:100%;height:100%;border-radius:50%;object-fit:cover;display:block}.dschat-dot{position:absolute;right:-1px;bottom:-1px;width:12px;height:12px;border-radius:50%;background:#B8B3AC;border:2px solid #fff}.dschat-dot.on,.dschat-ask:not(.is-offline) .dschat-dot{background:#1F7A48}.dschat-ask.is-offline .dschat-dot{background:#B8B3AC}.dschat-txt{flex:1;min-width:0}.dschat-title{display:block;font-weight:700;font-size:15px;line-height:1.25}.dschat-sub{display:block;font-size:13px;color:#6B6762;margin-top:2px;line-height:1.35;white-space:nowrap;overflow:hidden;text-overflow:ellipsis}.dschat-slot[data-always]{min-height:0}.dschat-slot[data-always] .dschat-sub{white-space:normal}.dschat-ask:not(.is-offline) .dschat-sub{color:#1F7A48}.dschat-ico{flex:none;width:36px;height:36px;border-radius:10px;background:#F4ECE5;display:grid;place-items:center;color:#624E4C}.dschat-ico svg{width:18px;height:18px}.dschat-ask--compact{width:auto;margin:0;padding:8px 14px 8px 8px;border-radius:999px;gap:10px}.dschat-ask--compact .dschat-av{width:32px;height:32px;font-size:12px}.dschat-ask--compact .dschat-dot{width:10px;height:10px}.dschat-ask--compact .dschat-title{font-size:14px}.dschat-ask--compact .dschat-sub,.dschat-ask--compact .dschat-ico{display:none}<\/style><div class=\"dschat-slot\"><button type=\"button\" class=\"dschat-ask\" data-dschat aria-haspopup=\"dialog\" hidden><span class=\"dschat-av\" aria-hidden=\"true\"><img alt=\"\" src=\"https:\/\/doll.shop\/wp-content\/uploads\/2026\/09\/lotte-berg-1-150x150.jpg\" width=\"44\" height=\"44\" loading=\"lazy\" decoding=\"async\"><i class=\"dschat-dot\"><\/i><\/span><span class=\"dschat-txt\"><span class=\"dschat-title\">\u00centreab\u0103 pe Lotte<\/span><span class=\"dschat-sub\">Acum nu suntem online \u00b7 r\u0103spundem imediat ce serviciul clien\u021bi revine online<\/span><\/span><span class=\"dschat-ico\" aria-hidden=\"true\"><svg viewBox=\"0 0 24 24\" fill=\"none\" stroke=\"currentColor\" stroke-width=\"2\" stroke-linecap=\"round\" stroke-linejoin=\"round\"><path d=\"M21 12a8 8 0 0 1-8 8H7l-4 3V12a8 8 0 0 1 8-8h2a8 8 0 0 1 8 8z\"\/><path d=\"M9 12h6M9 9h4\"\/><\/svg><\/span><\/button><\/div><script>(function(){var s=document.currentScript,el=s&&s.previousElementSibling,H={\"tz\":\"Europe\/Amsterdam\",\"d\":{\"1\":[\"08:30\",\"17:00\"],\"2\":[\"08:30\",\"17:00\"],\"3\":[\"08:30\",\"17:00\"],\"4\":[\"08:30\",\"17:00\"],\"5\":[\"08:30\",\"17:00\"]},\"c\":[]};if(!el)return;try{var p=new Intl.DateTimeFormat('en-GB',{timeZone:H.tz,weekday:'short',hour:'2-digit',minute:'2-digit',year:'numeric',month:'2-digit',day:'2-digit',hour12:false}).formatToParts(new Date()),o={};p.forEach(function(x){o[x.type]=x.value});var d=H.d[{Sun:0,Mon:1,Tue:2,Wed:3,Thu:4,Fri:5,Sat:6}[o.weekday]],t=o.hour+':'+o.minute;if(!d||H.c.indexOf(o.year+'-'+o.month+'-'+o.day)>-1||t<d[0]||t>=d[1])el.hidden=true}catch(e){}})();<\/script><a class=\"btn btn--secondary btn--lg\" href=\"https:\/\/doll.shop\/ro\/contact\/\">Contact<\/a><\/div>\n<\/section>\n<section>\n<div class=\"section__head\">\n<h2>dup\u0103 achizi\u021bia ta<\/h2>\n<\/div>\n<div class=\"kb\">\n<article>\n<h3><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/retururi-si-dreptul-de-retragere\/\">Retururi \u0219i dreptul de retragere<\/a><\/h3>\n<p>14 zile de r\u0103cire de la primire. cum s\u0103 \u00eenregistrezi o declara\u021bie, c\u00e2t cost\u0103 \u0219i c\u00e2nd dreptul de retragere expir\u0103 din motive de igien\u0103.<\/p>\n<p><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/retururi-si-dreptul-de-retragere\/\">Cite\u0219te mai mult \u2192<\/a><\/article>\n<article>\n<h3><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/formular-de-retragere-a-modelului\/\">Formular de retragere a modelului<\/a><\/h3>\n<p>Formularul de model statutar pentru retragerea din comanda t\u0103u \u00een perioada de r\u0103cire. Este necesar doar dac\u0103 vrei s\u0103 te retrage\u021bi din acord.<\/p>\n<p><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/formular-de-retragere-a-modelului\/\">Cite\u0219te mai mult \u2192<\/a><\/article>\n<article>\n<h3><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/conditii-de-garantie\/\">Condi\u021bii de garan\u021bie<\/a><\/h3>\n<p>Toate p\u0103pu\u0219ile sunt acoperite de garan\u021bia legal\u0103 \u00eempotriva defectelor de fabrica\u021bie. Ce acoper\u0103 asta, ce conteaz\u0103 ca uzur\u0103 normal\u0103 \u0219i cum func\u021bioneaz\u0103 o repara\u021bie.<\/p>\n<p><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/conditii-de-garantie\/\">Cite\u0219te mai mult \u2192<\/a><\/article>\n<article>\n<h3><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/intrebari-frecvente\/\">\u00centreb\u0103ri frecvente<\/a><\/h3>\n<p>R\u0103spunsurile la \u00eentreb\u0103rile pe care le primim cel mai des: despre transport, discre\u021bie, plat\u0103, return\u0103ri, materiale, \u00eengrijire \u0219i gama noastr\u0103.<\/p>\n<p><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/intrebari-frecvente\/\">Cite\u0219te mai mult \u2192<\/a><\/article>\n<\/div>\n<p style=\"margin-top:14px\"><a href=\"https:\/\/doll.shop\/ro\/serviciul-clienti\/\" class=\"btn btn--ghost\">\u2039 Toate subiectele<\/a><\/p>\n<\/section>\n<\/article><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Acas\u0103 Serviciul Clien\u021bi Procedura de reclama\u021bii Serviciul Clien\u021bi Comand\u0103 &amp; livrare Timpul de livrare \u0219i costurile de transport metode de plat\u0103 \u0219i plata discret\u0103 dup\u0103 achizi\u021bia ta Retururi \u0219i dreptul de retragere Formular de retragere a modelului Condi\u021bii de garan\u021bie Procedura de reclama\u021bii \u00centreb\u0103ri frecvente Companie &amp; termeni aproximativ Doll.shop Interval responsabil Detaliile companiei Termeni [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":4729,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-4750","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/doll.shop\/ro\/wp-json\/wp\/v2\/pages\/4750","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/doll.shop\/ro\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/doll.shop\/ro\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/doll.shop\/ro\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/doll.shop\/ro\/wp-json\/wp\/v2\/comments?post=4750"}],"version-history":[{"count":2,"href":"https:\/\/doll.shop\/ro\/wp-json\/wp\/v2\/pages\/4750\/revisions"}],"predecessor-version":[{"id":5865,"href":"https:\/\/doll.shop\/ro\/wp-json\/wp\/v2\/pages\/4750\/revisions\/5865"}],"up":[{"embeddable":true,"href":"https:\/\/doll.shop\/ro\/wp-json\/wp\/v2\/pages\/4729"}],"wp:attachment":[{"href":"https:\/\/doll.shop\/ro\/wp-json\/wp\/v2\/media?parent=4750"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}