Complaints & Returns

Do you have a complaint?

No problem at all. Of course, we are happy to resolve it with you!  Below you will find the most frequently asked questions regarding complaints and returns:


1. Can I return my order?

2. I have received a product that I did not order. What should I do now?

3. There is a hole/error in the fabric. What do I do now?

4. The colour does not match the photo. What can I do?

5. Has my return arrived yet?

6. If I return an online order, will I get my money back?

7. I have another complaint, question or comment.......


1. Can I return my order?

Everyone has the right to cancel an order up to 14 (calendar) days after receipt and without giving any reason. 

Please note! This only applies to products that have not been cut to size. Products cut to size, i.e. all fabrics and a number of custom-made haberdashery, are excluded from the right of withdrawal. 

In case the right of withdrawal does apply: this is the case with our haberdashery/sewing supplies, you will be credited with the full order amount (this is only including shipping costs, if it concerns a return of a complete order) within 14 days, provided that you return the items in good condition.

The costs for returning the goods are for your own account. If you exercise the right of withdrawal, the product will be returned with all delivered accessories and - if reasonably possible - in the original condition to De within 14 days after notification of the return. 

Do you want to register a return? You can do so by first contacting our customer service team by e-mail at [email protected].

Do you have another question about a return or about our return policy? Please also contact us at the above e-mail address.


2.  I have received a product that I did not order, what do I do now?

Have you received the wrong product? Ai, then something did not go right here. This is not what you should expect from us, our apologies. Please contact us. We will then look for a suitable solution together and ensure that the product you ordered will still be with you quickly.


3.  There is a hole/error in the fabric, now what?

Oh dear, that is of course not the intention, it has probably been overlooked. Our meticulous cutting staff try to filter out as many mistakes as possible, but unfortunately this is not always possible. In the unlikely event that a fabric has been sent with an error? Please let us know by sending an email with pictures of the error. We will sort this out together to find an appropriate solution. 


4.  The colour does not correspond to the photo, what should I do?

The colour does not match the photo? We take great care in photographing all our articles. We always use professional equipment and special lighting for this. However, the colour may vary from one monitor to another or be set completely differently. Therefore, it may appear that the colour deviates. If in doubt, please contact us.


5. Has my return arrived yet?

As soon as your return delivery reaches us, you will receive a return confirmation e-mail. If you haven't heard anything, it hasn't arrived yet. If you have not heard anything after 3 days, please send us a message. We will immediately look into the matter for you.


6. If I return an online order, will I get my money back?

Of course you will! If you place an order online, you will be refunded the amount you paid (without any additional charge) after receiving the return delivery - using the same payment method you used to place the order. Please note, however, that it may take several days before the amount is credited to your account.


7.  I have another complaint, question or comment.........

It is very important to us that you, as one of our customers, are satisfied. For that reason, we are always working to improve and optimise our services. That's why we like to hear about it when something goes wrong. So please feel free to contact us with a complaint, question or comment of any kind. Together, we will find a suitable solution. 

ODR Platform
It can always happen that something does not quite go as planned. We recommend that you first make complaints known to us by emailing [email protected]. If this does not lead to a solution, it is possible to submit your dispute for mediation via Stichting WebwinkelKeur via
Since 15 February 2016, it has also been possible for consumers in the EU to register complaints via the European Commission's ODR platform. This ODR platform can be found at If your complaint is not already pending elsewhere, you are free to file your complaint via the European Union platform.