Complaints

Something not right with your order? We’re sorry to hear that. Let us know and we’ll do our best to make it right — as quickly as possible.

How to submit a complaint

Any visible damage, quality issue or delivery problem must be reported immediately upon receipt. Please follow the steps below:

Contact us first

Email us at info@olleke.be with your order number and a description of the issue.

We respond within 14 days

We aim to resolve all complaints within 14 days of receipt. Complex cases receive an acknowledgement with an estimated timeline.

Escalate if needed

If we can’t resolve your complaint, you can escalate via mediation or the EU dispute platform.

External dispute resolution

If contacting us directly does not lead to a satisfactory resolution, you can submit your complaint for mediation via Stichting WebwinkelKeur.

As of 15 February 2016, consumers in the EU can also submit complaints via the European Commission’s Online Dispute Resolution (ODR) platform:

ec.europa.eu/odr →

If your complaint is not already being handled elsewhere, you are free to submit it via this EU platform.

Response time: All complaints are answered within 14 days of the date of receipt. If a complaint requires a longer processing time, we will send an acknowledgement within 14 days along with an indication of when you can expect a more detailed response.