Complaints Policy
Your satisfaction is at the heart of everything we do at Elanique. We hold ourselves to a high standard — and when something doesn't go right, we want to make it right, quickly and fairly. This page explains how we handle complaints in line with British consumer protection law.
1. Our Commitment to You
We take every complaint seriously. Whether it's a product issue, a delivery concern, or a service experience that didn't meet your expectations — we're here to listen and resolve it as swiftly as possible. You'll always be treated with respect and transparency throughout the process.
2. How to Submit a Complaint
2.1. Get in Touch
Reach us directly by email and we'll take it from there:
📧 Email: support@elanique.shop
2.2. What to Include
To help us resolve your complaint as efficiently as possible, please provide:
- Your full name and contact details (email or phone number)
- Your order number or purchase reference
- A clear description of the issue, with any supporting evidence (e.g. photos of a defective item)
- Your preferred resolution — replacement, refund, repair, or other
3. What Happens Next
3.1. Acknowledgement
We'll confirm receipt of your complaint by email within 24 hours — so you'll know it's in safe hands.
3.2. Resolution Timeline
Most complaints are resolved within 14 calendar days. If we need more information from you, we'll be in touch promptly and keep you updated throughout.
3.3. How We'll Make It Right
Depending on the nature of your complaint, we may offer:
- ✅ Product replacement — if your item is defective or incorrect
- ✅ Full refund — if the issue cannot be resolved to your satisfaction
- ✅ Repair — where applicable
- ✅ Partial refund or discount — in specific circumstances
4. Your Rights Under British Consumer Law
As a UK-based retailer, we fully support your statutory rights. British consumer protection law is on your side — and so are we. Your rights cover issues including:
- Faulty or misdescribed goods
- Poor service
- Contracts and billing disputes
- Counterfeit or unsafe products
For independent guidance, visit: gov.uk/consumer-protection-rights
5. Alternative Dispute Resolution (ADR)
If we're unable to resolve your complaint to your satisfaction, you have the right to seek independent resolution through an Alternative Dispute Resolution (ADR) scheme. For more information, visit:
gov.uk – Alternative Dispute Resolution for Consumers
6. Contact Us
Have a question about this policy or need to get in touch? We're always happy to help.
📧 Email: support@elanique.shop
We're committed to making every Elanique experience a positive one — and if we ever fall short, we'll do everything we can to put it right.
