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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 you may have a complaint. We want to assure you that we take all complaints seriously, and we will do everything in our power to find a suitable solution. If you have a complaint, please do not 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 are able to resolve most 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. If you have pictures or other documents that you would like to send to clarify the complaint? Please send an email to info@hwg.nl with 'Complaint' in the subject line. Adding pictures or other types of proof is really helpul for finding the quickest solution to your complaint. At either point of contact, our team will respond within 24 hours on working days. We would like to assure you that we take every 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 future.

Mediation and adjudication comittee

If you feel that we have not solved your complaint sufficiently and in accordance with applicable law, you can ask your local E-Commerce Europe organisation to mediate the dispute.
If mediation fails, you can take your complaint to your local E-Commerce Europe Adjudication Committee.