If the FAQ did not provide you with an answer, please consider the following:
If this does not lead to a solution, it is possible to sign up for dispute mediation by ValuedShops. From February 15, 2016 it is for EU consumers possible to submit complaints using the ODR platform of the European Commission. This ODR platform can be found at https://ec.europa.eu/odr. When your complaint is not submitted elsewhere you are free to file your complaint using the EU platform. We do advice to submit your complaint first to us or by contacting ValuedShops.