At DutchDoll, we are incredibly proud of the quality of our products and service. However, we understand that sometimes things can go wrong. On this page, we explain our warranty terms and our complaint handling policy.
DutchDoll always does its best to deliver its products in top condition. Every DutchDoll is thoroughly checked before transport. As a result, the chance of failure is very low. Yet something can always go wrong unexpectedly.
Damage on arrival Did your DutchDoll® arrive damaged? If so, please contact our customer service department directly. Please use our contact form for this purpose. In it you describe the problem and what you think went wrong. Send a photo and/or video to support. This makes it easier for us to assess your complaint and find a solution quickly.
Quick processing We would like to collect your complaint within 2 business days. If this fails because more research may be needed, we will notify you.
Appropriate solution Depending on your situation, we will offer you an appropriate solution. This may be in the form of replacement or repair. In most cases, damages can be fixed with a simple repair.
If your product breaks down within the warranty period and it is a manufacturing defect, the legal warranty applies. In such cases, DutchDoll® may proceed to repair or replace the product.
Would you like 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 that you can use to repair your doll yourself.
You cannot make a warranty claim if your product no longer works properly because of how you have used it. For example, if you expose your DutchDoll® to extreme heat or direct sunlight. In addition, the following items 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 simply there for you. Please use our contact form for this purpose. Please describe what the problem is and we will try to provide a substantive response within 2 business days.
Filing your complaint Please use our contact form for this purpose. Describe what the problem is and what you think is a good solution. We will try to handle your complaint within 2 business days. If this fails, for example because more research is needed, we will notify you.
Can’t work it out with us? If so, it is possible to submit your dispute via Stichting WebWinkelKeur at https://www.webwinkelkeur.nl/consument/geschil/. As of February 15, 2016, it is also possible for consumers in the EU to file complaints through the European Commission’s ODR platform. This ODR platform can be found at http://ec.europa.eu/odr If your complaint is not already being processed elsewhere, you are free to file your complaint through the European Union platform.
