A traceable route for unresolved concerns.

Before escalating

Open a support case from your account and keep the case reference. For urgent delivery safety issues, stop unsafe handling and contact support immediately. Do not send payment credentials, passwords or one-time codes.

Submit a grievance

Address the grievance to [Configure grievance officer name before production launch] at [Configure grievance email before production launch] or [Configure grievance phone before production launch]. Include your support case number, order number if applicable, the issue, relevant dates and the outcome requested. Send only evidence needed to investigate.

What happens next

1. The grievance is acknowledged and assigned a traceable reference.
2. Relevant order, support, payment or privacy records are reviewed.
3. We may request limited clarification or evidence.
4. A reasoned response or progress update is provided within the period required by applicable law.

Privacy and external remedies

Grievance data is used to investigate, respond, prevent recurrence and meet record-keeping duties. This process does not limit remedies available through consumer, privacy or other competent authorities.