Complaints Policy

At Lamart Design, we strive for excellent service, but we understand that sometimes things don’t go as planned.

Our Commitment to You

We believe every customer deserves exceptional service and products that tell authentic stories through Caucasian-inspired design. When something doesn’t meet your expectations, we want to make it right.

How to Submit a Complaint

Step 1: Contact Us Directly

It can always happen that something doesn’t go exactly as planned. We recommend that you first report complaints to us by emailing:

📧 [email protected]

Include in your email:

  • Your order number
  • Clear description of the issue
  • Photos (if applicable)
  • What solution you’re looking for

Response time: We aim to acknowledge your complaint within 24 hours and provide a resolution within 7 business days.

Alternative Contact Methods

Phone Support

📞 Phone: (+31) 6 252-0962
🕒 Hours: Monday-Friday, 9:00-17:00 CET

Written Correspondence

📮 Address:
Lamart Design – Complaints Department
Thurledeweg 125
3044ER Rotterdam
Netherlands

If We Cannot Resolve Your Complaint

WebwinkelKeur Mediation

If our direct communication does not lead to a solution, it is possible to report your dispute for mediation via WebwinkelKeur at:

🔗 https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil

WebwinkelKeur mediation is:

  • ✅ Free of charge
  • ✅ Independent and impartial
  • ✅ Specialized in e-commerce disputes
  • ✅ Available in Dutch and English

Escalation Process

Step-by-Step Resolution

  1. Direct Contact → Email us at [email protected]
  2. Management Review → Escalation to senior management if needed
  3. WebwinkelKeur Mediation → Free, independent mediation service
  4. Dispute Committee → Binding resolution through official dispute committee

Independent Dispute Committee

If mediation through WebwinkelKeur doesn’t resolve the issue, you can submit your complaint to the independent dispute committee appointed by WebwinkelKeur.

Important details:

  • ⚖️ Binding decision for both parties
  • 💰 Costs involved (paid by the consumer to the committee)
  • 📋 Formal process with written submissions
  • 🕒 Final resolution within specified timeframes

Your Rights as a Consumer

EU Consumer Rights

  • Right to complain within 2 years of purchase
  • Right to repair, replacement, or refund for defective products
  • Right to independent mediation and dispute resolution

Additional Options

  • European Online Dispute Resolution Platform: https://ec.europa.eu/consumers/odr/
  • Dutch Consumer Association (Consumentenbond) for general advice
  • Local consumer protection agencies in your country

What We Need From You

For Product-Related Complaints:

  • Clear photos of the issue
  • Description of how the problem occurred
  • Original packaging (if relevant)
  • Proof of purchase

For Service-Related Complaints:

  • Specific details about the service issue
  • Names and dates of interactions
  • Documentation of previous communications

For Delivery Complaints:

  • Tracking information
  • Photos of packaging condition
  • Details about delivery circumstances

What You Can Expect From Us

Our Response Process:

  1. Acknowledgment within 24 hours
  2. Investigation of your complaint
  3. Clear communication about our findings
  4. Fair resolution or explanation
  5. Follow-up to ensure satisfaction

Possible Resolutions:

  • ✅ Product replacement or repair
  • ✅ Full or partial refund
  • ✅ Store credit or discount
  • ✅ Service improvement
  • ✅ Clear explanation if no fault found

Prevention is Better Than Cure

How We Avoid Complaints:

  • Quality control on all products before shipping
  • Clear product descriptions and sizing information
  • Transparent communication about delivery times
  • Careful packaging to prevent damage
  • Regular training for our customer service team

How You Can Help:

  • Read product descriptions carefully
  • Check sizing charts before ordering
  • Contact us immediately if issues arise
  • Keep packaging until you’re satisfied with your order

Our Improvement Commitment

Every complaint helps us improve our service and products. We:

  • Track complaint patterns to identify systemic issues
  • Update processes based on customer feedback
  • Train staff on common complaint resolutions
  • Improve product quality based on returned items
  • Enhance website information to prevent future issues

Cultural Values in Complaint Resolution

At Lamart Design, our Caucasian heritage teaches us the value of respect, honor, and community. These values guide how we handle complaints:

  • Respect for every customer’s concerns
  • Honor in taking responsibility for our mistakes
  • Community spirit in finding mutually beneficial solutions

Contact Information Summary

For all complaints and concerns:

📧 Primary: [email protected]
📧 General: [email protected]
📞 Phone: (+31) 6 252-0962
🌐 WebwinkelKeur: https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil
🇪🇺 EU Platform: https://ec.europa.eu/consumers/odr/

Response Times:

  • Email acknowledgment: 24 hours
  • Resolution target: 7 business days
  • Phone support: Monday-Friday, 9:00-17:00 CET

We appreciate your business and your feedback. Together, we can ensure that Lamart Design continues to honor our cultural heritage while providing exceptional modern fashion.