Seeing you happy with your gemstones and our service is what we do this for. Still, things can occasionally go wrong: a package that arrives damaged, a stone that is not what you expected, or a question that goes unanswered. If so, please let us know. We would much rather hear about it, because that is the only way we can put it right and learn from it.

Step 1: let us know

Send an email to info@kristalmeester.nl with your order number, a short description of what is wrong and, if it helps, a photo. You will receive a personal reply from us as soon as possible, and within 14 days at the latest. If your complaint needs more time, we will let you know within that period and tell you when to expect an answer. In almost all cases, we work things out together.

Step 2: mediation through WebwinkelKeur

Unable to resolve it together after all? Kristalmeester is a member of WebwinkelKeur, the Dutch trustmark for online stores. You can then submit your complaint for independent mediation via the WebwinkelKeur disputes page (in Dutch). We first get seven days to resolve it with you after all; if that does not succeed, WebwinkelKeur mediates between you and us.

Step 3: independent disputes committee

If the dispute remains unresolved after mediation, you can submit it to the independent disputes committee of Stichting DigiDispuut. The committee's decision is binding for Kristalmeester. More information about this procedure and its conditions can be found on the WebwinkelKeur website.

Do you have a question about this complaints procedure? You can always email us about that too. We are happy to help.