Complaints Procedure
How to raise a complaint, what we do with it, and where to escalate.
If something has gone wrong, we would rather hear it than not. This page sets out how to raise a complaint, what happens next, and what to do if you are not satisfied with our answer.
How to complain
Email info@stroidukshop.co.uk with your order number and what went wrong. Email is preferred because it gives both of us a written record. If you would rather talk, call +44 7868 235892, Monday to Saturday, 8:00am – 8:00pm.
You can also write to us at Maxwell House, Palmerston Road, London N22 8QW, United Kingdom.
What to include
- Your order number
- What you expected and what actually happened
- Photographs, if the problem is with the condition of what arrived
- What outcome you are looking for — replacement, refund, or an explanation
That last point saves time more often than people expect.
What we will do
- Acknowledge your complaint during opening hours, so you know it has reached a person.
- Investigate — which may mean checking dispatch records, the courier’s tracking, or the batch a product came from.
- Respond with what we have found and what we propose to do about it.
If the investigation is going to take longer than expected we will tell you that rather than leave you waiting.
If you are not satisfied
Ask for it to be reviewed again and say why you disagree. A second look by someone who has not already formed a view resolves a good proportion of cases.
Your rights outside this process
This procedure does not replace your statutory rights. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described; where they are not, you have rights to repair, replacement or refund. Under the Consumer Contracts Regulations 2013 you have a 14-day right to cancel, subject to the sealed-goods exemption explained in our Refund and Returns Policy.
Free advice on your rights is available from Citizens Advice, whose consumer service can also refer matters to Trading Standards where appropriate.
Alternative dispute resolution
If we cannot resolve a dispute between us, you may be entitled to refer it to an alternative dispute resolution provider. We are not currently a member of an ADR scheme. If that changes, this page will name the scheme and how to use it.
Payment disputes
If you paid by card and believe you have been charged incorrectly, your card issuer may offer a chargeback route. We would ask you to contact us first — most billing questions are quicker to resolve directly, and a chargeback raised before we have had a chance to look is slower for everyone.