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  2. Complaints

What to do if you have a complaint?

At Holland Watch Group, we are committed to providing our customers with high-quality luxury watches and exceptional customer service. We understand that, occasionally, things may not go according to plan, and a customer may have a complaint. We want to assure you that we take any complaints seriously, and we will do everything in our power to find a suitable solution. If you have a complaint, please don't hesitate to contact us. We genuinely value your feedback, and we are committed to addressing any issues as quickly and efficiently as possible. We believe that by listening to our customers, we can improve our service and continue to grow as a company. In fact, we are proud to say that we have been able to resolve many complaints to our customers' satisfaction. We are happy to share some specific examples of customers who have contacted us with a problem and were happy with our solution. Here are a few of their stories:

If you have a complaint, please visit our contact page to fill out our contact form. Do you have pictures or alternative attachments to send to us, that could help clarifying the complaint? Please.send an email to info@hwg.nl with 'Complaint' in the subject line. Adding pictures or other types of proof could really help finding the quickest solution for you. Either point of contact, our team will respond within 24 hours on working days. We want to assure you that we take any complaint seriously, and we will do everything in our power to find a suitable solution. If you are unhappy with our initial response, we encourage you to escalate the complaint through the E-Commerce Europe mediation and adjudication committees. At Holland Watch Group, we are committed to providing our customers with exceptional service and high-quality products. We value your feedback and your business, and we look forward to continuing to serve you in the future.

Mediation and adjudication comittee

If you feel we have not solved your complaint sufficiently and in accordance with applicable law, you can ask your local E-Commerce Europe organization to mediate in the dispute.

If mediation fails you can take your complaint to the European online disputes platform: http://ec.europa.eu/consumers/odr/