Complaint Policy

HerUpStart Studio Limited is committed to a high standard of customer service. If something goes wrong, we want to know so we can make it right.

If you have any complaints, you can raise it at:

• Email: support@herupstarts.co.uk
• Phone: +44 20 3769 4800
• Post: 86-90 Paul Street, London, England, EC2A 4NE.

Tell us your name, your order number if you have one, what happened, and what you'd like us to do. Please include as much detail as possible. If your complaint concerns a damaged or faulty item, see our Return, Refund and Cancellation Policy for the evidence we'll need (photos/video).

Once we receive your complaint, we will send you an acknowledgement of your complaint within 7 business days. Thereafter, we will investigate, and aim to give a full response and resolution as soon as possible. Complaints about damaged or faulty items are handled in line with our Return, Refund and Cancellation Policy.

If our response doesn't resolve things, you can ask for your complaint to be escalated to our Customer Care Lead.

We keep a record of complaints received and their outcomes, to help us improve