File a complaint

If something went wrong with your online order or its delivery and you want to file a complaint, you can rest assured that we will take your complaint seriously and handle it with care. Nothing is more annoying to us than when a Berlano customer is dissatisfied with one of our products or our services. We will therefore make every effort to resolve a complaint to everyone's satisfaction.

To avoid any misunderstandings, you should always report a complaint in writing. You can do this directly to our customer service department, email info@berlano.nl. Please mention as subject: Complaint, what it refers to, how and/or when it happened and add pictures.


The follow-up process:

  • You will receive a confirmation of receipt in your mailbox no later than 1 day after receiving your email.
  • If we need additional information, we will contact you in the meantime.
  • The cause of the complaint is subsequently investigated by us.
  • We then contact you to jointly come to a final solution.

NB: We will respond to your complaint as soon as possible, but no later than 14 days after receipt. Should it take longer, we will inform you.


Assurances for our customers

If you believe that the complaint is not adequately handled, you can always contact the Mediation department of Webshop Keurmerk Foundation where Berlano is connected. If the mediation attempt does not lead to a satisfactory solution for some reason, it is possible to submit your dispute to the Disputes Committee (SGC).

From 15 February 2016, it is also possible for consumers in the EU to sign up complaints via the ODR platform of the European Commission. This ODR platform is here to find. If the complaint is not yet proceeding elsewhere, then you are free to file the complaint through the European Union platform.

Customer service is our top priority. And if we can learn something from a complaint, these experiences are taken into account to make our service even better!