What can I do if I have a complaint?

If you have a question or a complaint, you can contact our customer service free of charge via our Chatbot KAY, by telephone, or via e-mail ([email protected]). We recommend that you always include the following information with your complaint:
- Your order number
- Your customer number
- Your date of birth
- Content of the complaint and any documents (such as photos, screenshots, emails, etc.) to clarify your complaint 

You will receive a substantive response from us within 14 days of receiving your complaint. 

Do you disagree with the decision following a report under the procedure for reporting a legal problem or a complaint, resulting in a dispute? Or has a complaint not been handled via the internal complaint handling system of our customer service? In that case, you can submit the dispute free of charge to out-of-court dispute resolution via the Thuiswinkel Disputes Committee (Geschillencommissie Thuiswinkel, www.sgc.nl) or to this Disputes Committee via the European ODR Platform, https://ec.europa.eu/consumers/odr/. 

In addition, you can report legal matters via our website. At ABOUT YOU, we take legal matters seriously and want to ensure that our website remains a safe and reliable environment. If you come across something that may be a legal problem, we ask you to report it to us. This can be done easily via the form at the bottom of the details section on every product page. 

The "Report a legal concern" button opens a pop-up (click here) asking you to confirm that you are reporting a legal problem. If that is the case, you can click on "Report a concern," after which you will be directed to the electronic form. This form is directly linked to the product on the page where you initiated the report.