Complaints procedure

It can always happen that something doesn't go entirely as planned. Do you have a complaint about an order, product, delivery, return, refund, warranty, or our service? Please let us know. We take your complaint seriously and are happy to work with you to find a suitable solution.

Submitting a complaint to Touch-Me

Send your complaint by e-mail to info@touch-me.nl.

Describe as clearly as possible what happened and what solution you would like. This way, we can assess your complaint more quickly and carefully.

Please include in your complaint

• your full name;
• the email address you used to place the order;
• your order number, if the complaint is about an order;
• a clear description of the complaint;
• the solution you expect from us;
• relevant photos, videos or documents, if they can help with the assessment.

Can't provide all the information? Please still contact us. We will let you know what additional information is needed in your situation.

How do we handle your complaint?

We handle every complaint carefully and respond within 14 days of receipt.

Do we need more time to investigate your complaint? Then you will receive an acknowledgment of receipt within this period and we will let you know when you can expect a more detailed answer.

When the complaint relates to a supplier, carrier, or payment provider, we may need to request additional information. Touch-Me remains your point of contact and will keep you informed of the handling.

Mediation via WebwinkelKeur

If the handling of your complaint by Touch-Me does not lead to a solution? Then, as a consumer, you can register your dispute for mediation via WebwinkelKeur.

Register dispute via WebwinkelKeur

WebwinkelKeur assesses the dispute and can try to reach a solution together with you and Touch-Me through a hearing and counter-hearing.

WebwinkelKeur's dispute procedure is intended for consumers and for disputes arising from an online consumer purchase. Business purchases do not fall under this consumer procedure.

Independent disputes committee

If mediation via WebwinkelKeur does not lead to a solution, the dispute can be submitted to the independent disputes committee of Stichting DigiDispuut under the applicable conditions.

After assessing the viewpoints and evidence, the disputes committee can issue a binding ruling. WebwinkelKeur will inform you about the conditions, procedure, and any costs if this next step is applicable.

Your other rights

The use of our complaints procedure or mediation via WebwinkelKeur does not limit your legal rights. You retain the right to submit a dispute to the competent court.

Contact details

Touchme.luxe
Operating under the name Touch-Me
Gustav Mahlerlaan 156
1082 ME Amsterdam
Netherlands

E-mail: info@touch-me.nl
Chamber of Commerce number: 96269618
VAT identification number: NL005198979B25

More information

Also view our terms and conditions and our refund and return policy.