{"id":801,"date":"2026-09-03T18:42:49","date_gmt":"2026-09-03T18:42:49","guid":{"rendered":"https:\/\/staging.doll.shop\/customer-service\/complaints-procedure\/"},"modified":"2026-09-04T17:06:45","modified_gmt":"2026-09-04T17:06:45","slug":"complaints-procedure","status":"publish","type":"page","link":"https:\/\/staging.doll.shop\/en\/customer-service\/complaints-procedure\/","title":{"rendered":"Complaints procedure"},"content":{"rendered":"<div class=\"container\">\n<nav class=\"breadcrumb\" aria-label=\"Breadcrumb\">\n<ol>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/\">Home<\/a><\/li>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/\">Customer service<\/a><\/li>\n<li aria-current=\"page\">Complaints procedure<\/li>\n<\/ol>\n<\/nav>\n<div class=\"article\">\n<aside class=\"article__side\">\n<nav class=\"svcnav\" aria-label=\"Customer service\">\n<h2><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/\">Customer service<\/a><\/h2>\n<h3>Ordering &amp; delivery<\/h3>\n<ol>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/delivery-times-and-shipping-costs\/\">Delivery times and shipping costs<\/a><\/li>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/payment-methods\/\">Payment methods and discreet payment<\/a><\/li>\n<\/ol>\n<h3>After your purchase<\/h3>\n<ol>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/returns-and-right-of-withdrawal\/\">Returns and right of withdrawal<\/a><\/li>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/model-withdrawal-form\/\">Model withdrawal form<\/a><\/li>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/warranty-terms\/\">Warranty terms<\/a><\/li>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/complaints-procedure\/\" aria-current=\"page\">Complaints procedure<\/a><\/li>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/frequently-asked-questions\/\">Frequently asked questions<\/a><\/li>\n<\/ol>\n<h3>Company &amp; terms<\/h3>\n<ol>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/about-doll-shop\/\">About Doll.shop<\/a><\/li>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/responsible-range\/\">Responsible range<\/a><\/li>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/company-details\/\">Company details<\/a><\/li>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/terms-and-conditions\/\">Terms and conditions<\/a><\/li>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/privacy-statement\/\">Privacy statement<\/a><\/li>\n<li><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/cookie-policy\/\">Cookie policy<\/a><\/li>\n<\/ol>\n<\/nav>\n<nav class=\"toc svc-toc\" aria-label=\"On this page\">\n<h2>On this page<\/h2>\n<ol>\n<li><a href=\"#filing-a-complaint\">Filing a complaint<\/a><\/li>\n<li><a href=\"#how-quickly-we-respond\">How quickly we respond<\/a><\/li>\n<li><a href=\"#independent-mediation\">Independent mediation<\/a><\/li>\n<li><a href=\"#what-we-do-with-it\">What we do with it<\/a><\/li>\n<\/ol>\n<\/nav>\n<\/aside>\n<article class=\"article__main\">\n<header class=\"article__head\">\n        <span class=\"eyebrow\">After your purchase<\/span><\/p>\n<h1>Complaints procedure<\/h1>\n<p class=\"article__lead\">Not satisfied? How to file a complaint, how quickly we respond and what independent mediation is available through ValuedShops.<\/p>\n<p class=\"article__meta\"><span>Doll.shop<\/span> \u00b7 <time datetime=\"2026-09-03\">Last updated 3 September 2026<\/time><\/p>\n<\/header>\n<div class=\"prose article__body svc__body\">\n<h2 id=\"filing-a-complaint\">Filing a complaint<\/h2>\n<p>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 <a href=\"https:\/\/staging.doll.shop\/en\/contact\/\">the contact form<\/a>, by email to info@doll.shop, or by WhatsApp on +31 85 060 05 90. Please state your order number and describe as specifically as possible what happened; photos help.<\/p>\n<h2 id=\"how-quickly-we-respond\">How quickly we respond<\/h2>\n<p>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.<\/p>\n<h2 id=\"independent-mediation\">Independent mediation<\/h2>\n<p>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 &#8220;Report a dispute&#8221;.<\/p>\n<p>In addition, as a consumer in the European Union you can use the European Commission&#8217;s ODR platform for online disputes (ec.europa.eu\/odr). Dutch law applies to our agreements; see also our <a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/terms-and-conditions\/\">terms and conditions<\/a>.<\/p>\n<h2 id=\"what-we-do-with-it\">What we do with it<\/h2>\n<p>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.<\/p>\n<\/p><\/div>\n<section class=\"kbcta\">\n<div>\n<h2>Still not sure?<\/h2>\n<p>Send us a WhatsApp message with your question. On working days we reply within an hour, honestly and without sales talk.<\/p>\n<\/div>\n<div class=\"row\" style=\"gap:10px\"><a class=\"btn btn--wa btn--lg\" href=\"https:\/\/wa.me\/31850600590\"><span class=\"wa-ico\" aria-hidden=\"true\"><object class=\"wa-ico__file\" data=\"..\/assets\/whatsapp.svg\" type=\"image\/svg+xml\" tabindex=\"-1\"><object class=\"wa-ico__cdn\" data=\"https:\/\/cdnjs.cloudflare.com\/ajax\/libs\/simple-icons\/15.16.0\/whatsapp.svg\" type=\"image\/svg+xml\" tabindex=\"-1\"><svg class=\"icon\"><use href=\"#i-chat\"><\/use><\/svg><\/object><\/object><\/span>WhatsApp<\/a><a class=\"btn btn--secondary btn--lg\" href=\"https:\/\/staging.doll.shop\/en\/contact\/\">Contact<\/a><\/div>\n<\/section>\n<section>\n<div class=\"section__head\">\n<h2>After your purchase<\/h2>\n<\/div>\n<div class=\"kb\">\n<article>\n<h3><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/returns-and-right-of-withdrawal\/\">Returns and right of withdrawal<\/a><\/h3>\n<p>14 days&#8217; cooling-off period from receipt. How to register a return, what it costs, and when the right of withdrawal lapses for hygiene reasons.<\/p>\n<p><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/returns-and-right-of-withdrawal\/\">Read more \u2192<\/a><\/article>\n<article>\n<h3><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/model-withdrawal-form\/\">Model withdrawal form<\/a><\/h3>\n<p>The statutory model form for withdrawing from your order within the cooling-off period. Only needed if you actually wish to withdraw from the agreement.<\/p>\n<p><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/model-withdrawal-form\/\">Read more \u2192<\/a><\/article>\n<article>\n<h3><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/warranty-terms\/\">Warranty terms<\/a><\/h3>\n<p>All dolls are covered by the statutory warranty against manufacturing defects. What that covers, what counts as normal wear and how a repair works.<\/p>\n<p><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/warranty-terms\/\">Read more \u2192<\/a><\/article>\n<article>\n<h3><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/frequently-asked-questions\/\">Frequently asked questions<\/a><\/h3>\n<p>The answers to the questions we get most often: about shipping, discretion, payment, returns, materials, care and our range.<\/p>\n<p><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/frequently-asked-questions\/\">Read more \u2192<\/a><\/article>\n<\/div>\n<p style=\"margin-top:14px\"><a href=\"https:\/\/staging.doll.shop\/en\/customer-service\/\" class=\"btn btn--ghost\">\u2039 All topics<\/a><\/p>\n<\/section>\n<\/article><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Home Customer service Complaints procedure Customer service Ordering &amp; delivery Delivery times and shipping costs Payment methods and discreet payment After your purchase Returns and right of withdrawal Model withdrawal form Warranty terms Complaints procedure Frequently asked questions Company &amp; terms About Doll.shop Responsible range Company details Terms and conditions Privacy statement Cookie policy On [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":785,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-801","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/pages\/801","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/comments?post=801"}],"version-history":[{"count":1,"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/pages\/801\/revisions"}],"predecessor-version":[{"id":1125,"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/pages\/801\/revisions\/1125"}],"up":[{"embeddable":true,"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/pages\/785"}],"wp:attachment":[{"href":"https:\/\/staging.doll.shop\/en\/wp-json\/wp\/v2\/media?parent=801"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}