Registered office: 8109 Alexandria Pike, Ste 3, Alexandria, Kentucky 41001, United States
Kentucky Entity ID: 1475464 · Contact: contact form · Email: support@nuagelondon.shop
We want every customer to be happy with their purchase. If something has gone wrong, please tell us so we can put it right.
1. How to make a complaint
Contact us through our contact form, by email at support@nuagelondon.shop or by post to our registered office. Please include:
- your name and order number;
- a description of the problem and what you would like us to do;
- photos, if the complaint concerns a damaged or faulty item.
2. What happens next
- Acknowledgement: we will acknowledge your complaint within number of business days to be confirmed.
- Investigation: we will review your order, any carrier information and the details you have provided. We may ask for more information.
- Response: we aim to give you a full written response within number of business days to be confirmed. If we need longer, we will tell you why and when to expect our answer.
- Resolution: where your complaint is upheld, we will offer a remedy in line with your legal rights, such as a replacement, repair, refund or price reduction.
3. If you are not satisfied with our response
Please reply to our response and ask for your complaint to be reviewed again by a senior member of our team.
If we still cannot resolve your complaint, we will tell you in writing the name and website of a certified alternative dispute resolution (ADR) provider and whether we agree to use it. ADR provider to be confirmed.
You may also seek independent advice:
- UK customers: the Citizens Advice consumer service (citizensadvice.org.uk).
- EU customers: the European Consumer Centre in your country (ECC-Net), which provides free help with cross-border purchases.
4. Paying with PayPal or a card
If you paid with PayPal, you may be eligible for PayPal’s Buyer Protection program, for example if an item does not arrive or is significantly not as described. PayPal asks buyers to try to resolve issues with the seller first, which you can do through this policy. Using our complaints process does not prevent you from opening a dispute with PayPal or contacting your card issuer, and we will never ask you to give up those rights.
5. Your statutory rights
This policy does not affect your statutory rights, and you may take legal action at any time.