Complaints & Alternative Dispute Resolution
Last updated: 2026-07-19
1. Contact us first
Most issues are resolved quickly through direct contact. Send your order number and a description of the issue to [email protected] or [email protected]. We aim to respond with an acknowledgement within two business days and to propose a resolution within fourteen days.
2. European Online Dispute Resolution
For EU and EEA consumers, the European Commission operates the Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr. You may submit a complaint through the ODR platform whether or not we are obliged or willing to participate in alternative dispute resolution (ADR) before a specific body.
3. Alternative Dispute Resolution body
__COMPANY_NAME__ will participate in proceedings before the following ADR provider for unresolved cross-border consumer disputes concerning contractual obligations arising from purchases on this website:
ADR provider: __ADR_PROVIDER_NAME__
Contact: __ADR_PROVIDER_URL__
The ADR provider placeholder is shown until the business confirms participation with a specific approved body.
4. United Kingdom
UK consumers may also refer unresolved disputes to alternative dispute resolution where the trader participates. UK consumer-protection enforcement is handled by Citizens Advice and the Competition and Markets Authority.
5. Switzerland and Norway
Swiss consumers can contact the Stiftung für Konsumentenschutz and Norwegian consumers can contact Forbrukerrådet for guidance.
6. Right to bring court proceedings
Using ADR is voluntary and does not affect your right to bring proceedings before a court of competent jurisdiction in your country of residence, where mandatory consumer-protection law permits.