We take every complaint seriously. If something went wrong with your order or your experience with Full Rotation Shop, we want to know about it and make it right. This page explains how to file a complaint, what to expect from us, and what options are available to you if we are unable to resolve the issue together.
Step 1 — Contact Us Directly
The fastest way to resolve a complaint is to contact us directly. We handle all complaints personally and aim to find a fair solution as quickly as possible.
| fullrotation@gmail.com | |
| Phone | +31 (0)20 304 7182 |
| Response time | Within 2 business days |
| Resolution target | Within 14 days of receiving your complaint |
When submitting your complaint, please include the following information so we can handle it efficiently:
- Your full name and email address.
- Your order number.
- A clear description of the issue.
- Any relevant photos or documentation (e.g. photos of damaged packaging or an incorrect item).
How We Handle Your Complaint
Once we receive your complaint, here is what happens:
- We will send you a confirmation of receipt within 2 business days.
- We will investigate the issue and, where necessary, contact you for additional information.
- We will propose a resolution — this may be a replacement, refund, store credit, or another appropriate remedy.
- If you accept the proposed resolution, we will implement it without undue delay.
- If you are not satisfied with our proposed resolution, we will explain our reasoning in writing and inform you of the further options available to you.
Our goal is to resolve every complaint within 14 days. In complex cases where more time is needed, we will notify you and keep you informed of progress.
Common Complaint Topics
Below are the most common types of complaints and where to find more information:
- Damaged or defective record: contact us within 5 days of delivery with your order number and photos. See our Returns & Withdrawal Policy.
- Order not received: first check your tracking link. If it has been more than 5 business days past the estimated delivery date, contact us.
- Wrong item sent: contact us and we will arrange a free return and send the correct item.
- Refund not received: refunds are processed within 14 days of us receiving your return. If it has been longer, please get in touch.
- Dispute about a charge or payment: please contact us first. If unresolved, you may contact Mollie or your bank directly.
External Dispute Resolution
If we are unable to resolve your complaint to your satisfaction through direct contact, you have the right to submit your complaint to an independent dispute resolution body.
Geschillencommissie (Dutch Disputes Committee)
For complaints involving online purchases from Dutch webshops, you may contact the Geschillencommissie (Dutch Disputes Committee). More information is available at www.degeschillencommissie.nl.
EU Online Dispute Resolution Platform
If you are based in the European Union and are not satisfied with the outcome of your complaint, you may also use the EU Online Dispute Resolution (ODR) platform. This is a free, independent platform provided by the European Commission that helps consumers and traders resolve disputes out of court.
EU ODR Platform: https://ec.europa.eu/consumers/odr
Our email address for ODR purposes is: fullrotation@gmail.com
Our Commitment
We are a small, independent record shop and we genuinely care about every customer’s experience. If something went wrong, we want to fix it — not argue about it. Please do not hesitate to reach out. Most issues can be resolved quickly with a single email.
You can always reach us at fullrotation@gmail.com or by phone at +31 (0)20 304 7182, Monday to Friday between 10:00 and 18:00.