I have a complaint

Although Winkelstraat.nl acts solely as an intermediary platform and is not responsible for the performance of the purchase agreement with a boutique, we attach great importance to your experience. Winkelstraat.nl strives for quality, and we are always happy to hear from you. If you have a complaint about a purchase, our mediation service or a boutique, you can always contact us. We are happy to help you further.

If you have a complaint, you can contact us directly via chat. You can also submit your complaint by email to service@winkelstraat.nl. If your complaint concerns a purchase, we would appreciate receiving clear photos showing the issue. We will respond to your complaint as soon as possible and contact you within one business day. We will always provide a substantive response within a maximum of 14 days.

We handle every complaint. You can of course also submit a complaint to the Thuiswinkel Disputes Committee via www.sgc.nl if the complaint cannot be resolved by us.

The warranty on items may vary depending on the boutique or brand. In general, a twelve-month warranty applies after purchase, provided there is no evidence of improper use or damage caused by wear and tear. Would you like to know more about the warranty for your item? Feel free to contact our customer service.

In addition, all items purchased from us are covered by the statutory guarantee. This means that a product must do what you can reasonably expect it to do. Some items may also be covered by a manufacturer's warranty. This is in addition to the statutory guarantee and does not affect your statutory rights.

Under consumer law, the so-called reversal of the burden of proof applies during the first twelve months after purchase. If a defect occurs within 12 months, a customer is entitled to free repair or replacement. This applies unless the seller can prove (or make it plausible) that the customer used the product incorrectly (Article 7:18(2) of the Dutch Civil Code).

Are you not satisfied with the way your complaint has been handled? You can submit your complaint to the Thuiswinkel Disputes Committee, Postbus 90600, 2509 LP The Hague, Netherlands (www.sgc.nl).