Quality & warranty

Quality and statutory warranty

Customer satisfaction is very important to us. We therefore select our products carefully and pack every order as securely as possible for shipment.

As a consumer, you are entitled to receive a product that meets the reasonable expectations you may have of it. This is known as the statutory warranty.

Was an article delivered damaged, is something missing, did you receive the wrong article or is the product defective? Please contact our customer service team. We will work with you to find a suitable solution.

Depending on the situation, the solution may include repair, replacement, delivery of a missing article, a price reduction or a refund. The appropriate solution depends on the nature of the problem and the available options for resolving it.

In the Netherlands, the statutory warranty does not have a fixed standard period. How long you may reasonably expect a product to remain in good condition depends on factors such as the type of product, its price, the information provided on the product page and normal use.

Product images

We make every effort to display and describe our products as accurately as possible. However, some articles are handmade or hand-painted, which means that each item may differ slightly.

Possible differences may include:

  • minor differences in shape, finish or painting;
  • colour variations, including differences in the intensity of the blue colour used on Delft Blue pottery;
  • minor differences in images, patterns and decorations;
  • variations resulting from the handmade nature of an article.

Minor and customary variations associated with handmade or hand-painted products are not automatically considered defects. The product must, of course, still correspond to the main characteristics and information stated on the product page.

Origin of our products

Souvenirs From Holland originally started by selling products from the Netherlands. As our range has expanded, we now also offer articles manufactured in other countries.

These products are selected because of their Dutch design, appearance, theme or connection with the Netherlands. Where possible, we provide additional information about the material, origin or production on the product page.

Submitting a complaint

Have you received a damaged, incorrect, incomplete or defective article? Please notify us as soon as possible after discovering the problem.

Send your complaint by email to our customer service team and, if possible, include:

  • your name and order number;
  • the article concerned;
  • a clear description of the problem;
  • photographs of the article, the damage and, where relevant, the packaging.

Photographs are not always required, but they often help us assess and resolve your complaint more quickly.

A short notification period does not limit your statutory warranty rights. However, we ask you to report visible damage, missing articles or an incorrect delivery as soon as possible, so that we can investigate the cause more easily.

Complaint procedure

  1. Send an email as soon as possible to our customer service team, including your name, order number and a description of the complaint.
  2. If possible, include clear photographs of the article, the problem and the packaging.
  3. We will assess your report and contact you as soon as possible with a suitable solution.
  4. Please do not return the article before receiving return instructions from us. This helps prevent unnecessary costs.
  5. If the article needs to be returned, we will provide the return address and further instructions. A return number may help us process the return, but not having one does not limit your statutory warranty rights.
  6. After receiving the article, we will inspect it and carry out the agreed solution as soon as possible.

If the complaint is justified, we will provide an appropriate solution within a reasonable period and without causing unnecessary inconvenience. This will usually be a repair or replacement. If this is not possible or reasonable, a price reduction or refund may be appropriate.

Costs

If an article does not comply with the agreement and your complaint is covered by the statutory warranty, the necessary costs of repair, replacement and return shipping will be at our expense.

Please therefore contact us before returning an article on your own initiative. We can then determine the correct and most suitable return method together with you.

If an investigation shows that the problem was caused by improper use, normal wear and tear, damage occurring after delivery or another cause for which we are not responsible, any shipping, inspection or repair costs may be charged to you. We will inform you before incurring any such costs.

Do you have any questions about the quality, warranty or an order you have received? Please contact our customer service team.