Complaints Policy

Purpose

At Eleanor Williams, we are committed to providing high-quality products and excellent customer service. However, we understand that occasionally things may not meet your expectations. This Complaints Policy outlines our approach to resolving any issues or concerns you may have.

How to Make a Complaint

If you have a complaint, we encourage you to get in touch with us as soon as possible. You can submit your complaint through the contact form available on our website. Please include the following details to help us address your concern efficiently:

  1. Your name and order details (if applicable).
  2. A clear description of the issue or concern.
  3. Any supporting documentation, such as receipts or photos.

Our Complaint Resolution Process

  1. Acknowledgment

    • Once your complaint is received, we will acknowledge it within 2 business days.

  2. Investigation

    • We will thoroughly investigate your concern, which may involve reviewing order details, product conditions, or relevant interactions.

  3. Resolution

    • We aim to resolve all complaints within 7 business days of acknowledgment. If the resolution requires more time, we will keep you informed throughout the process.

  4. Outcome

    • Once a resolution has been reached, we will provide you with a detailed response, including any necessary actions, refunds, or exchanges (if applicable).

Fair Treatment

We strive to handle all complaints fairly and professionally. You can expect:

  • Polite and respectful communication.
  • Clear explanations of decisions and outcomes.
  • Timely updates on the progress of your complaint.

Escalation

If you are not satisfied with the resolution provided, you may request an escalation. A senior team member will review your complaint and provide further assistance.

Feedback

We value your feedback and use it to improve our products and services. All complaints are reviewed regularly to identify areas where we can do better.

Policy Updates

Eleanor Williams reserves the right to update this Complaints Policy at any time. Any changes will be posted on our website.