Complaints Policy

Last Updated: 10 March 2026

We aim to provide high-quality products and customer service. If you are not satisfied with any aspect of our service, we encourage you to let us know so we can resolve the issue quickly and fairly.

This Complaints Policy outlines how customers can raise a complaint and how we will handle it.

1. How to Make a Complaint

Customers can submit a complaint by contacting us using the details below:

Email: hello@scandikjewels.co.uk
Contact Form: Contact Form
Address: Unit 164595, PO Box 7169, Poole, BH15 9EL

To help us resolve your complaint quickly, please include:

  • Your full name

  • Order number

  • A clear description of the issue

  • Supporting evidence (such as photos if the complaint relates to a product)

2. Complaint Acknowledgement

Once we receive your complaint:

  • We will acknowledge receipt within 2 business days.

  • We may contact you for additional information if needed.

3. Investigation Process

All complaints will be reviewed by a human, no AI involved.

During our investigation, we may:

  • Review order records and communications

  • Request further information

  • Assess photographic evidence if the issue relates to product condition

We aim to provide a full response within 5–10 business days, depending on the complexity of the complaint.

4. Complaint Outcomes

Following our investigation, we may offer one of the following resolutions where appropriate:

  • Replacement product

  • Repair (if applicable)

  • Refund (in accordance with our Refund Policy)

  • Store credit

  • Explanation of the situation

All outcomes will comply with applicable UK consumer protection laws.

5. Unreasonable or Abusive Behaviour

We are committed to treating customers respectfully and expect the same in return.

We reserve the right to:

  • Refuse communication where customers use abusive, threatening, or offensive language

  • Restrict communication to written correspondence only

  • Close complaints that contain harassment or repeated unreasonable demands

This does not affect your statutory rights.

6. Record Keeping

We maintain records of complaints to help us:

  • Improve our services

  • Identify recurring issues

  • Ensure fair and consistent complaint handling

Personal information will be handled in accordance with our Privacy Policy.

7. Contact Information

If you wish to submit a complaint, please contact us:

Email: hello@scandikjewels.co.uk
Contact Form: Contact Form
Address: Unit 164595, PO Box 7169, Poole, BH15 9EL