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Legal Document

Complaints Policy

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Complaints Policy

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Version 2 Effective 21 April 2026 Platform standard EN
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Complaints Policy

Last updated: 21 April 2026

1. How to make a complaint

If you have a complaint about a product, contact the Seller directly using the support details in your order confirmation email. If your complaint is about the Creativemark platform or checkout experience, contact us using the details on our website.

2. What happens next

  • We will acknowledge your complaint within 5 working days of receiving it.
  • We will investigate your complaint fairly and thoroughly.
  • We aim to provide a full response within 8 weeks. If we need more time, we will explain why and provide an expected timeframe.

3. Escalation

If you are not satisfied with our response, you may:

  • Request a review by a senior member of our team.
  • Contact your local Citizens Advice or Trading Standards office for guidance on your consumer rights.
  • For EU/EEA consumers, use the European Commission’s Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

4. Record keeping

We keep records of all complaints and their outcomes for a minimum of 3 years to improve our service and comply with regulatory requirements.