Sometimes, things can go wrong. And I'm sorry about it when it does. That's why your feedback is valuable to me. It gives me a chance to right those wrongs and improve how I do things. I make all of my products myself, and I want people to be satisfied with my creations. So if there's something wrong with your order, don't hesitate to contact me, and I'll get back to you (usually within 24 hours).

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I’ll always do our best to:

  • Treat your complaint fairly and promptly.

  • Try to resolve complaints when you first contact me.

  • Keep you informed of the progress.

How to make a complaint

The first step is for you to contact me about your complaint. You can do this by contacting me in one of the following ways:

Send me a secure message

Getting in touch with me through secure messaging is quick and easy. All you need to do is fill in the form on this page and send it to me.

To help me resolve your complaint I’ll need the following information:

  • Details of what your complaint is.
  • Your e-mail address (make sure you don't make typos, or I won't be able to get back to you).

Email me

Contact me by email at 

Call me

You can call me between 12am – 5pm (7 days a week) on:
+31 6-45 291 465

What happens next?

I’ll always try to resolve your complaint straight away. Where this isn’t possible, I'll keep you informed of the progress until your complaint has been resolved.

Not satisfied with my response?

I recommend that you first make your complaints known to me by e-mailing or use the contact form on this page. If this does not lead to a solution, it is possible to register your dispute for mediation via Stichting WebwinkelKeur. From 15 February 2016, it is also possible for consumers in the EU to register complaints via the European Commission's ODR platform. This ODR platform can be found by clicking here. If your complaint is not yet being processed elsewhere, you are free to file your complaint via the European Union platform.

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Shopping with a clear conscience! Pupa is a small webshop that sells organic, fair and eco-friendly vegan merchandise, all designed and made with love by Pupa. All of the unique products are made in The Netherlands.

By purchasing, you help support the animals in Pupa's sanctuary.

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