Last updated: 13 January 2026
We want to resolve complaints quickly and fairly. This page explains how you can submit a complaint and what you can expect from us.
1) How to submit a complaint
Please contact us using one of the options below:
Email: goldenkumquats@gmail.com
Phone: +31 0612356552
Business address: Golden Kumquats, Geraniumstraat 3, Enschede, The Netherlands
When contacting us, please include:
- your order number (if your complaint is about an order)
- a clear description of the issue
- any helpful evidence (photos/screenshots)
2) Response time
We aim to respond within 1–2 business days.
If we need more time (for example, to investigate with a delivery carrier or payment provider), we will let you know and keep you updated.
3) Outcomes
Depending on the complaint, we may offer:
- clarification or assistance,
- a replacement (if available),
- a partial refund,
- a full refund,
- another solution appropriate to the situation.
4) Complaints about website content (DSA notice)
If your complaint relates to content on our website (for example, a review or comment that you believe is illegal in the EU), you can submit a notice to:
DSA Notice email: goldenkumquats+dsa@gmail.com
Please include:
- the URL (link) to the content,
- why you believe it is illegal,
- any supporting information.
We will review and take appropriate action where required.
5) Escalation
If we cannot resolve your complaint, you can reply to our last message and request escalation for a further review by our team.