Puetontelkensyamu - Complaints procedure for orders

If something went wrong with your order and the standard contact process did not resolve it, this page explains how to file a formal complaint. The procedure is straightforward: describe what happened, what you expected, and what you received. The team will review the complaint against the confirmed order and respond within the timeframes set out below. This process is for disputes about delivered orders, not for general product questions or order status enquiries.

Check whether to report an omission instead

Before filing a formal complaint, consider whether the issue is better handled as a defect report through the standard contact form. If an item arrived in a specification that differs from the confirmed listing and you are within the 30-day fix window, a defect report is the faster route. A complaint is the appropriate route when a defect report was submitted and the response was unsatisfactory, or when the issue falls outside the fix window and you believe the shop bears responsibility.

Use the contact form to report a defect if you are within the 30-day fix window and the issue is a specification mismatch.
File a formal complaint if a defect report was submitted and the outcome was not satisfactory.
File a complaint if you believe the shop bears responsibility for an issue that falls outside the standard fix window.

How to file a complaint

Send your complaint by email to the address listed on the contact page. Include your full name, the order reference or hand-over date, the product involved, a clear description of the issue, and what outcome you are seeking. Attach any supporting documentation — photographs, label codes, or previous correspondence — that is relevant to the dispute. The more clearly the complaint is described, the more precisely it can be reviewed.

Include your full name, order reference or hand-over date, and the product name in your complaint email.
Describe the issue clearly: what was ordered, what arrived, and what outcome you are seeking.
Attach photographs or label codes if the complaint relates to a specification mismatch or damaged item.

Response times and what to expect

Complaints are acknowledged within two business days of receipt. A full written response — either a proposed resolution or a request for additional information — is provided within ten business days of acknowledgement. If additional information is requested, the ten-day clock pauses until that information is received. The response will state the shop's position on the complaint and, where a resolution is offered, describe the specific action to be taken.

Acknowledgement of your complaint is sent within two business days of the email being received.
A full written response is provided within ten business days of acknowledgement.

Possible outcomes

Depending on the nature of the complaint, the possible outcomes include: a replacement item dispatched at no charge where a specification mismatch is confirmed; a credit applied to a future order where a replacement is not practical; or a written explanation where the shop's position is that the complaint does not identify a defect covered under the terms of the order. Each outcome is communicated in writing with the reasoning explained clearly.

Replacement dispatched at no charge if a specification mismatch is confirmed by the review.
Credit applied to a future order where a direct replacement is not a practical option.
Written explanation provided if the complaint does not identify a covered defect under the order terms.

What this process cannot resolve

The complaints procedure covers disputes about delivered orders where the shop bears direct responsibility. It does not cover dissatisfaction arising from natural leather variation that was disclosed in the listing, preference changes after order confirmation, issues caused by third-party carriers where the carrier's own claims process applies, or outcomes that depend on how the product is used after delivery. These situations are outside the scope of this procedure.

If a complaint is not resolved to your satisfaction through this procedure, you retain the right to seek further recourse through applicable Canadian consumer protection channels, including the consumer protection office in your province or territory. Filing a complaint with this shop does not affect or limit any statutory rights you hold under Canadian law.