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Complaints

  1. 1.Getting a complaint to us
  2. 2.How we handle it
  3. 3.If our answer does not settle it
  4. 4.What we keep

1.Getting a complaint to us

Write to info@fawnandpaw.com, or send it through the contact form. Four things make it quicker to deal with:

  • your name, and the email address the order was placed under;
  • the order number, where an order is involved;
  • an account of what happened, with photographs if an item arrived damaged or faulty;
  • the outcome you are after.

We are at the desk Mon–Fri, 09:00–18:00 (GMT).

2.How we handle it

  1. An acknowledgement reaches you within 1 business day, naming whoever has picked it up.
  2. We investigate, which can mean going back to the warehouse or chasing the carrier.
  3. Our full answer follows inside 14 days, setting out what we established and what we intend to do. Where more time is genuinely needed — a carrier tracing a lost parcel, for instance — we say so and give you a date.

3.If our answer does not settle it

Reply and ask for a review. Somebody else on the team takes the file from the beginning and comes back to you within 14 days.

Where we still cannot reach agreement, the consumer advice body for your country can take it up: Citizens Advice in England, Wales and Scotland, Consumerline in Northern Ireland, or the European Consumer Centre in your EU member state. Court action also remains open to you, on the terms described in the governing law section of our Terms and conditions.

Where the complaint concerns our handling of personal data, a data protection authority can also hear it — see the Privacy policy.

4.What we keep

Each complaint and our answer to it stay on file for 24 months, both so we can pick the thread back up and so patterns are visible to us.