Refund policy

 

WildSkin Cosmetics Ltd Complaints Procedure

1. Introduction

At WildSkin Cosmetics Ltd, we are committed to providing high-quality natural skincare products and an excellent customer experience. However, if something goes wrong, we want to hear about it so we can make it right. This Complaints Procedure explains how you can raise a complaint and how we will handle it.

2. How to Make a Complaint

If you are unhappy with any of our products or services, you can contact us in the following ways:

  • Email: contact@wildskinuk.com
    Please include your name, order number, and a detailed description of your complaint.
  • Phone: 07710 586973

    Available from 9am - 5pm, Monday to Friday.
  • Post: 18 Langdon Road, Cheltenham, England, GL53 7NZ
    Please include your contact details and any relevant order information.

3. What to Include in Your Complaint

To help us resolve your complaint as quickly as possible, please provide the following details:

  • Your full name and contact information (email or phone).
  • A description of the issue (e.g., faulty product, incorrect item received).
  • Order number and date of purchase.
  • Photos or any evidence related to the complaint (if applicable).

4. How We Handle Complaints

Once we receive your complaint, we will follow this process:

  • Acknowledgement:
    We will acknowledge receipt of your complaint within 2 working days via email or phone. At this point, we may ask for further information if needed.
  • Investigation:
    Our team will carefully review your complaint and any accompanying evidence. If the complaint involves a product issue, we may request that you return the item for further inspection (at our expense).
  • Resolution:
    We aim to resolve all complaints within 10 working days. If we need more time, we will keep you informed of the progress.

5. Possible Outcomes

We will do our best to resolve your complaint to your satisfaction. Depending on the issue, the following solutions may be offered:

  • Replacement: A replacement of the product if it’s faulty or not as described.
  • Store Credit: You may choose to receive store credit for a future purchase.

6. Your Rights

Our complaints procedure does not affect your statutory rights under UK consumer law. For faulty or misdescribed products, you are entitled to a refund, repair, or replacement under the Consumer Rights Act 2015.

7. Escalation

If you are not satisfied with how we handled your complaint, you can request that your case be escalated to our Customer Service Manager. Should we be unable to resolve the issue, you may contact:

8. Contact Information

For any questions regarding this procedure or to raise a complaint, please contact us:

  • Email: contact@wildskinuk.com
  • Phone: 07710 586973
    - Available from 9am - 5pm, Monday to Friday.
  • Post: 18 Langdon Road, Cheltenham, England, GL53 7NZ
    Please include your name, order number, and a detailed description of your complaint.

9. Review and Updates

We regularly review our complaints procedure to ensure it meets customer needs and legal requirements. This procedure was last updated on 06/2026