Complaints

At 18Toys, customer satisfaction is our top priority. We do our utmost to provide prompt and accurate service. Nevertheless, there can always be something you are not happy about. If so, we would like to know so we can solve your complaint and improve our service.

If you have a complaint about a particular product, we would of course like to hear about it and try to reach a reasonable solution with you. Please send a message to our customer service. In case of a defect, please refer to our warranty information page.

If you have any other complaint about 18Toys.nl, please contact our customer service team by sending a message via the contact form.

Usually, all customer service messages will be responded to within 1 working day. Should the handling of your complaint take longer, you will be notified by e-mail. In any case, you will receive a substantive response within 14 days at the latest.

Should we still not come to an agreement in the end, you can also submit your complaint to the Thuiswinkel Organisation’s Disputes Committee (Netherlands) or at the European ODR-platform.