If something went wrong with your order or with us, we want to hear about it and put it right.

How to make a complaint

Write to us at support@oldenmere.com or through our contact page. To help us answer quickly, please include:

• your order number, if you have one;
• what happened, and what you would like us to do;
• photos, if the complaint is about a faulty, damaged or incorrect item.

What happens next

We confirm that we have received your complaint within 2 business days. We aim to send you a full answer within 14 days. If we need more time, for example while a parcel is being traced with the carrier, we'll tell you why and when to expect our answer.

If an item arrived faulty, damaged or not as ordered, we'll send a replacement or refund you in full, as described in our return policy.

If you are not satisfied

If you are not happy with our answer, please reply and tell us why: a different person on our team will review it.

If you live in the European Union, Norway or Iceland, you can also ask for free help from the European Consumer Centre in your country (ECC-Net). In the United Kingdom, you can contact Citizens Advice. These services are independent of us.

Making a complaint does not affect your statutory rights, including your right of withdrawal in the European Union. See Right of withdrawal.