Complaints Policy

1. Introduction

At Nostalgic, we are committed to providing high-quality products and excellent customer service. However, if you are dissatisfied with any aspect of your purchase, we encourage you to contact us so that we can resolve the issue in a fair and timely manner.

2, How to Make a Complaint

If you wish to make a complaint, please contact us through one of the following methods:

Please provide the following details when submitting your complaint:

  • Your name and contact information
  • Order number (if applicable)
  • A description of the issue
  • Any supporting documents or photographs

3. Complaint Resolution Process

Upon receiving your complaint, we will:

  1. Acknowledge receipt within 5 business days.
  2. Investigate the complaint and gather any necessary information.
  3. Provide a response within 14 business days. If the resolution takes longer, we will notify you of the delay and provide an updated timeline.

If we agree that the product or service was defective, delayed, or otherwise unsatisfactory, we will offer an appropriate resolution, such as a refund, replacement, or other suitable remedy.

4. Escalation to the Danish Public Consumer Complaints System

If you are not satisfied with our response, you have the right to escalate your complaint through the Danish public consumer complaints system.

Before escalating a complaint, you must have first attempted to resolve the matter directly with us. If you are unable to reach a satisfactory resolution, you may proceed as follows:

  1. The Danish Mediation Team for Consumer Complaints (Danish Appeals Board Authority – Nævnenes Hus)
    • This mediation entity helps consumers and traders find common solutions.
    • Complaints can be submitted via their website.
    • The mediation process must be completed within 90 days.
  2. The Consumer Complaints Board
    • If mediation does not lead to a resolution, you may escalate the complaint to the Consumer Complaints Board, which takes judicial decisions.
    • Complaints must be submitted within four weeks after the mediation process ends.
    • Decisions of the Consumer Complaints Board may be enforceable through the bailiff’s court if the trader fails to comply voluntarily.

5. Legal Costs

  • If a case is settled during the proceedings at the Consumer Complaints Board, Nostalgic will be required to pay a legal fee of DKK 1,000.
  • If we lose the case, we will be required to pay DKK 6,000 to the Danish Appeals Board Authority.

6. Alternative Dispute Resolution (ADR) & Online Dispute Resolution (ODR)

For online purchases, consumers within the EU may also file complaints through the European Commission’s Online Dispute Resolution (ODR) platform, which can be accessed at: https://ec.europa.eu/consumers/odr.

7. Governing Law

This Complaints Policy is governed by Danish law and aligns with the Danish Consumer Complaints Act and the rules set by the Danish Appeals Board Authority.

8. Contact Information

For any questions about this policy or to submit a complaint, please contact us at:

Nostalgic
CVR: 44334518
Butikstorvet 14C
7190 Billund
Email: Contact@NostalgicCollectibles.dk
Website: https://NostalgicCollectibles.dk

We appreciate your business and will make every effort to resolve complaints fairly and efficiently.