Last updated: June 2026

At Urban Cord Crafts Limited, we take real pride in our products and our service. We're a small business run by two people, and your satisfaction matters to us. However, we understand that occasionally things may not go as expected. This policy explains how to raise a complaint and how we will handle it.
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1. HOW TO MAKE A COMPLAINT
If you are unhappy with any aspect of your order or our service, please get in touch as soon as possible. You can contact us:

• Via our Contact page

• By email at hello@urbancordcrafts.co.uk

​To help us resolve your complaint quickly, please include:

• Your name and order number

• A clear description of the issue

• Any relevant photos (for example, if an item arrives damaged or faulty)

• What outcome you are hoping for
   

2. HOW WE HANDLE COMPLAINTS
We aim to deal with every complaint fairly, promptly, and personally. Our process is:

• Acknowledgement - we will acknowledge your complaint within 2 business days of receiving it.

• Investigation - we will look into the issue carefully and may contact you for further information

• Resolution - we aim to provide a full response and proposed resolution within 14 days. If we need longer for a more complex issue, we will let you know and keep you updated.

We will always do our best to put things right, whether that means a repair, replacement, refund, or another fair solution.
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3. ALTERNATIVE DISPUTE RESOLUTION (ADR)
We hope to resolve any complaint directly with you. However, if you are not satisfied with how we have handled your complaint, you may be entitled to refer the matter to an Alternative Dispute Resolution (ADR) provider. ADR is a way of resolving disputes between a business and a consumer without going to court, using an independent third party.
If we are unable to resolve the complaint through our own process, we will let you know and, where applicable, provide details of a relevant ADR provider you can contact.
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4. ONLINE DISPUTE RESOLUTION
If you are an EU-based consumer, you may also have the right to use the European Commission's Online Dispute Resolution (ODR) platform for disputes relating to goods purchased online. Please note that the availability of this platform may vary.

5. YOUR STATUTORY RIGHTS
This policy does not affect your statutory rights as a consumer under UK consumer law. For free, impartial advice on your rights you can contact Citizens Advice:
Website: citizensadvice.org.uk
Consumer helpline: 0808 223 1133
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6. CONTACT US
To raise a complaint or ask questions about this policy, please contact us via our Contact page or by email at hello@urbancordcrafts.co.uk. We're committed to listening and putting things right.