Warranty and Complaints

DutchDoll® does  always does its utmost to deliver its products in top condition. Every DutchDoll® is thoroughly checked before transport. As a result, the chance of a defect is very small. However, something can always unexpectedly go wrong.

Damage on arrival
Did your DutchDoll® arrive damaged? Please contact our customer service directly. Use us for this Contact Form . In it you describe the problem and what you think went wrong. Send a photo and/or video along. This makes it easier for us to assess your complaint and quickly find a solution.

Fast handling
We want to collect your complaint within 2 working days. If this does not work, because more research may be needed, we will inform you.

Suitable solution
Depending on your situation, we will offer you a suitable solution. This can be in the form of replacement or repair. In most cases, damage can be solved with a simple repair.

If your product breaks within the warranty period and it is a manufacturing defect, the legal warranty applies. In these cases DutchDoll® can proceed to repair or replacement of the product.

Do you want to have your DutchDoll® repaired? Sometimes we ask you to send the defective product to us. In many cases we will send you a repair kit with which you can repair your doll yourself.

You cannot make a claim under the warranty if your product no longer works properly due to how you have used it. For example, if you expose your DutchDoll® to extreme heat or direct sunlight. In addition, the following parts are excluded from the warranty: fake eyelashes, fake nails, fingers, wigs and damage to the fingers and/or elastomer.

If the warranty period has expired and/or there is user damage, our team is also there for you. Use our contact form for this. Describe what the problem is and we will try to give a substantive response within 2 working days.

Submit your complaint
Use us for this Contact Form . Describe what the problem is and what you think is a good solution. We try to handle your complaint within 2 working days. If this is not possible, for example because more research is needed, we will inform you.

Can’t figure it out with us?
Then it is possible to register your dispute via Stichting WebWinkelKeur  via https://www.webwinkelkeur.nl/consument/geschil/. From 15 February 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 http://ec.europa.eu/odr. If your complaint is not yet being handled elsewhere, you are free to file your complaint via the European Union platform.