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Veltskins

Complaints

  1. 1.Where to send it
  2. 2.How it proceeds
  3. 3.If our answer does not satisfy you
  4. 4.Records

1.Where to send it

info@veltskins.com reaches us, as does the contact form. Give us:

  • your name, with the email address the order was placed under;
  • the order number, where an order is what the complaint concerns;
  • an account of what went wrong, with photographs if a lot arrived damaged or faulty;
  • the outcome you are looking for.

We are at our desks Mon–Fri, 09:00–18:00 (GMT).

2.How it proceeds

  1. Acknowledgement reaches you within 1 business day, naming whoever has taken it on.
  2. We investigate, which can mean pulling the trade offer record from our delivery partner.
  3. A full answer follows within 14 days, setting out what we found and what we intend to do. Where more time is needed — a reversed Steam trade still being checked, for instance — we explain why and say when to expect us.

3.If our answer does not satisfy you

Reply to it and ask for a review. Someone else on the team takes a fresh look and responds within 14 days.

Where agreement still proves impossible, the consumer advice service for your country is open to you: Citizens Advice across England, Wales and Scotland, Consumerline in Northern Ireland, or the European Consumer Centre in your EU member state. A court claim is also available, on the basis described in the governing law section of our Terms and conditions.

Where the complaint is about our use of personal data, a data protection authority can hear it too, as our Privacy policy explains.

4.Records

A complaint and our answer to it are kept on file for 24 months, which lets us follow up and lets us learn something from it.