Complaints procedure
We want every buylist submission and shop order to be handled clearly and fairly. If something does not go as expected, please contact us first so we can help resolve it.
1. Contact us first
Most issues can be solved quickly by email.
If something did not go as expected, please contact us first by emailing info@arcanafrisia.com.
Please describe your complaint clearly and include your buylist reference, order number or the email address used for your submission if applicable.
2. Response time
We respond as quickly and clearly as possible.
We will respond to your complaint within 14 days after receiving it. If we need more time to investigate the issue, we will let you know when you can expect a more detailed answer.
3. WebwinkelKeur mediation
If we cannot solve the complaint together, independent mediation may be available.
If contacting us does not lead to a solution, you may submit your dispute for mediation through WebwinkelKeur.
WebwinkelKeur explains the dispute process on their consumer dispute page. In some cases, a dispute can be escalated to the disputes committee. WebwinkelKeur states that a one-time fee of €25 may apply when a dispute is forwarded to the committee; this may be reimbursed if the consumer is found to be right. View the WebwinkelKeur dispute page.
4. What to include
This helps us process your complaint faster.