Complaints
Because we care – even after your purchase!
At Rock ’n Soul, we put a lot of care into our products, but just as much into our customers. We want you to enjoy your purchase and be happy with your choice. Whether you have chosen one of our vegan cork guitar straps, a Piñatex guitar strap or something from our Custom Shop, we always aim to deliver quality and personal service.
Of course, sometimes things don't go quite as planned. Perhaps your order isn't exactly what you expected, your parcel arrived damaged or you have a question about one of our products.
Whatever the issue, please let us know. We'd love to help!
Let's find a solution together
Are you unhappy with your order or would you like to raise a complaint? We'd genuinely like to hear from you.
At Rock ’n Soul, we believe in personal contact and finding a solution together. Rather than leaving you with a disappointing experience, we'd much prefer to understand what's happened and see how we can make things right.
You can get in touch with us by email:
To help us assist you as quickly as possible, please include your order number and a brief description of the issue. Feel free to attach photos if they help explain the situation.
We'll carefully review your message and get back to you as soon as possible. Depending on the situation, we may offer a suitable repair, replacement or another solution that works for you.
Our goal is simple: to make sure you can enjoy your purchase again!
Not satisfied with how your complaint was handled?
We always do our best to resolve complaints directly and in good cooperation with our customers.
Should we unfortunately be unable to reach a suitable solution together, consumers can submit their dispute for mediation through WebwinkelKeur.
You can find more information about the dispute resolution process here:
Submit a dispute through WebwinkelKeur
Please note that WebwinkelKeur's dispute mediation process is intended for consumer purchases made online.
Personal service. That's what we stand for.
Rock ’n Soul is a small business with a big passion for music and sustainable products. We believe in personal attention, honesty and good service – even when things don't go quite as planned.
Because a great customer experience doesn't end when your parcel arrives.
Because we care!
Musical regards,
Rick
Rock ’n Soul