We do everything we can to provide you with the best possible service. However, it can happen that you are not satisfied. In that case, we would like to hear from you so that we can resolve it together.

How do you submit a complaint?

You can submit your complaint to us in the following ways:

• Email: info@coco-mat.nl
• Telephone: Call us during opening hours.
• In writing: Send a letter to our store address

What should you include in your complaint?

• Your name and contact details
• Your order number
• A clear description of the complaint
• Any supporting photos

What can you expect?

We aim to respond to your complaint within 5 working days of receipt. If a complaint requires a longer processing time, you will receive an acknowledgment of receipt within 5 working days with an indication of when you can expect a substantive response.

Not satisfied with our response?

For complaints, a consumer must first contact the entrepreneur. If the webshop is affiliated with WebwinkelKeur and for complaints that cannot be resolved in mutual consultation, the consumer should contact WebwinkelKeur (www.webwinkelkeur.nl), which will mediate free of charge. Check whether this webshop has a current membership via https://www.webwinkelkeur.nl/leden/. If no solution is reached, the consumer has the option to have their complaint handled by the independent dispute committee appointed by WebwinkelKeur; its decision is binding and both the entrepreneur and the consumer agree to this binding decision. Submitting a dispute to this dispute committee involves costs that the consumer must pay to the relevant committee.