Shop
Complaints procedure
Sometimes something may not go quite as expected. Do you have a complaint about an order, product, packaging or our service? Please let us know. We take complaints seriously and will try to resolve the matter as quickly and reasonably as possible.
We recommend that you always report a complaint directly to De Olijfolie Shop first. Please describe as clearly as possible what has happened and preferably include your order number. If a product or its packaging has arrived damaged, we would appreciate a few clear photographs.
Report complaint by e-mail →We assess your complaint carefully and try to resolve it in consultation with you. Complaints are handled as quickly as possible. If further investigation is required, we will confirm receipt of your complaint and let you know when you can expect a more detailed response.
Is something wrong with our product, our packaging, the processing of your order or what we shipped? Then you have definitely come to the right place.
Has your parcel gone missing, not been delivered or been damaged in transit? Please report that to us as well. As the seller, we remain responsible for the shipment until your order has been delivered to you, and we will then take the matter up with the carrier.
Did the driver fail to ring the bell while you were at home, leave the parcel in a particularly creative location, sprint back to the van before you could reach the front door, or was their mood clearly less pleasant than our olive oil? Then the complaint concerns the delivery itself and should in the first instance be addressed to the relevant delivery company. Of course, we would still like to know if something is going wrong on a structural basis.
Wrong product received
Product arrived damaged
Packaging inadequate or damaged
Order incomplete
Parcel not received or lost
Problem with payment or order processing
Complaint about our service
Not ringing the bell while you are at home
Failure to follow an agreed safe-place instruction
Unfriendly treatment
Complaint about a driver or delivery moment
Other comments about the actual delivery service
If your complaint does not lead to a solution, you can submit the dispute for mediation through Stichting WebwinkelKeur. WebwinkelKeur can act as an independent intermediary between you and De Olijfolie Shop.
Submit dispute to WebwinkelKeur →If mediation via WebwinkelKeur does not lead to a solution, the dispute may, subject to the applicable conditions, be submitted to the independent dispute resolution procedure offered through WebwinkelKeur. Costs may be associated with this procedure.
Many problems can be resolved more quickly with one phone call or e-mail than through a formal complaints procedure.
[email protected] +31 343 460795A complaints procedure is important, and we are here when something does go wrong. But ultimately, our customers themselves give the best picture of how they experience De Olijfolie Shop, our products, packaging, delivery and service. Read our current reviews through WebwinkelKeur below.