No more Vinted cases and a longer response time at ECC Netherlands
More and more people know how to find ECC Netherlands when they have problems with purchases or travel across the border. We really appreciate that. At the same time, we want to ensure that each case gets the right attention. Because it can now take at least three weeks before you receive a response, our services have been adjusted.
No more Vinted cases from 1 October 2025
From 1 October 2025, we will no longer accept Vinted cases, as we cannot always mediate effectively. For example, we cannot compel the platform to reconsider a decision. Additionally, we need to carefully consider the cases we handle because of the increasing waiting times. This gives us the space to fully focus on topics where we can best support consumers.
Sometimes we refer you to another organisation
Even though we could mediate in your case, another organisation may be able to assist you even better. For example, a disputes committee that specialises in aviation cases, such as issues with a flight, or an organisation that resolves problems related to car rentals companies. In those cases, our legal experts may refer you instead of accepting your case. This way, you will often get a suitable answer and solution faster.
Response time of our legal experts: at least 3 weeks
We have a small team and are currently receiving more requests than we can handle, resulting in increased waiting times. Due to the increasing number of requests, it may take at least 3 weeks to receive a response.
We are adapting our services to reduce the waiting time as much as possible. This is necessary to make sure that our legal experts have sufficient time to assess your case properly. If you ask for our help through our online complaint form, your request will automatically be forwarded to our legal experts. They will get in touch with you as soon as they can. Please note that your case will not immediately be resolved. The legal expert handling your case will let you know what the next steps are and ask for more information if necessary.
No urgent cases
Do you need a quick response? In that case, we recommend consulting your legal assistance insurance, travel insurance, or a lawyer for support. Be aware that there might be associated costs involved. At ECC Netherlands, we handle cases in order of receipt, without exception.
No questions for the time being
You may have visited our website before and noticed that you can no longer ask questions via our contact form. Due to the large number of requests, we are currently only processing complaints. Did you ask us a question before October 1 via our contact form? Then our lawyers will still respond to you. The form for questions is temporarily unavailable.
Please contact your legal assistance insurance, travel insurance or payment service first
Are you unable to find a solution with the trader? We are happy to help you, but it may take a few months before your case is resolved. Therefore, we recommend that you first contact your travel insurance or legal expenses insurance, if you have one. Sometimes your case will be solved faster this way. You also pay for these insurances. So, it would be a waste of your money not to make use of them.
- Travel insurance
Maybe you had a problem while traveling due to a flight cancellation, delayed baggage or car rental. Then it is best to contact your travel insurance company for advice first. This may help you find a solution more quickly. - Legal assistance insurance
Are you having problems with a purchase? Then contact your legal expenses insurance first. Usually you can also go there for advice if a product or service is not what you expected.
Don't have insurance? Then you may be able to request a refund from the payment service you used to pay for your order.
- Chargeback or purchase protection
With some payment services, you can request a refund if there is a problem with a product or service you bought. Did you pay with your credit card? Check to see if your credit card company has a dispute process. Other payment services often offer purchase or buyer's protection.
Have you already filed a complaint with us and contacted your insurance provider in the meantime? Has the entrepreneur already offered a solution? Or have you already received your money back from your payment service? Then please let us know. This allows us to close the case and assist others, who might otherwise experience unnecessary delays in receiving a response.
Mediation relies on other parties
To resolve your complaint, we work with the European Consumer Centre (ECC) in the country where the trader is located. It may take a while before our colleagues at the ECC abroad receive a response from the trader involved. Therefore, it can sometimes take months for your case to be resolved.
The trader would also have to be willing to cooperate in finding a solution. If it's clear that the trader is not cooperating with the ECC's mediation, our legal experts will advise you on the next steps you can take.
What else can I do?
Please find an overview of other organisations you could contact on What can I do if ECC Netherlands cannot help me? | ECC Nethererlands
Free help requires patience
Would you still like to use our free services? Then we ask for your patience. It may take months for your case to be resolved, but most of the time, the wait is worth it. Thank you for your understanding and trust!
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