Terualeidrenae

How to raise a formal complaint

Most concerns about an order are resolved quickly through the contact page — that is always the fastest route. When a concern has already been raised and the response was not satisfactory, or when a formal record is needed, this procedure sets out the steps to follow, the expected timelines, and what happens at each stage.
1

Check whether to report an omission first

Before filing a complaint, consider whether the issue is a missing or incorrect item that falls within the 30-day defect window. Omissions of that kind are handled directly and quickly through the contact form without needing a formal complaint. A complaint is the right route when a previous response was unsatisfactory or when a formal written record is required.
2

Submit the complaint in writing

Send a written complaint by email to the address listed on the contact page. Include the order reference number, the date of delivery, a clear description of the issue, and a summary of any previous communication about the matter. Attaching photographs or screenshots makes the complaint easier to assess and speeds up the initial review.

  • Order reference number and delivery date must be included in the complaint email
  • Summarise any previous contact and the response received before this formal step
  • Attach relevant photographs, screenshots, or measurements to support the complaint
3

Acknowledgement and review period

Every written complaint receives a confirmation of receipt within three business days. A full review of the complaint is then carried out, which involves re-examining the order record, the original product description, and any supporting evidence provided. A substantive response is sent within fourteen business days of the acknowledgement.

4

Possible outcomes

After the review, one of the following outcomes is communicated in writing: the complaint is upheld and a remedy is offered, the complaint is partially upheld with a partial remedy, or the complaint is not upheld with a written explanation of the reasoning. All outcomes are documented and kept on record. The response includes a clear explanation of the decision reached.

  • Complaint upheld: a remedy such as a replacement piece or credit is offered in writing
  • Complaint not upheld: a written explanation of the reasoning is provided in full
5

What this process cannot resolve

This complaints procedure covers orders placed through terualeidrenae.sbs and products dispatched by this shop. It does not cover disputes with the shipping carrier, damage caused after delivery, or issues arising from fabric that has been cut, washed, or altered by the buyer. Those situations are noted in the terms and conditions.