Complaints

Template — to be reviewed by the store owner's solicitor.

Last updated: 1 November 2026

We would rather know

We are a small team and we read everything ourselves. If something has gone wrong — a late parcel, a damaged bottle, a scent that is not what you expected, a page that does not work — please tell us. Most problems are solved in a single reply.

How to complain

• Email hello@example.com with "Complaint" in the subject line.
• Telephone +44 (0)1736 000000, Monday to Friday, 9 am to 5 pm.
• Post to Maison Elowen Ltd, 1 Example Lane, Penzance, Cornwall, TR18 0AA.

Please include your order number, what happened, and what you would like us to do. Photographs help if an item was damaged.

What happens next

• We acknowledge your complaint within two working days.
• We give you a full reply within five working days. If we need longer, for instance to hear back from Royal Mail, we tell you why and when you will hear from us.
• If you are not happy with the reply, ask for it to be reviewed by the founder. You will have a final response within a further ten working days.

If we still cannot agree

We are not a member of an alternative dispute resolution (ADR) scheme, so if you remain unhappy after our final response you may take the matter to the courts. You can get free, independent advice from the Citizens Advice consumer service on 0808 223 1133 or at citizensadvice.org.uk/consumer. If you paid by card and your card provider offers a dispute process, you may also contact them.

Complaints about your personal information

If your complaint is about how we have handled your personal data, we will deal with it under this same process. You also have the right to complain to the Information Commissioner's Office at ico.org.uk/make-a-complaint or on 0303 123 1113. Our Privacy notice has the details.

If a product has caused a reaction

Stop using the product and seek medical advice if you need it. Then tell us at hello@example.com, with the product name and the batch number printed on the box. We are required by cosmetic safety law to record and investigate every such report, and we will follow it up with you.