Complaints

How to complain

Email mac@theflipflop.shop or use the telephone/address in Business details. Include your order reference, a clear description, relevant dates, photographs or error messages, and the outcome you are seeking.

Our process

• We acknowledge the complaint and identify any urgent safety, delivery-damage or data issue.
• We review the order, specification, tests, tracking, messages and applicable policy.
• We explain our findings and proposed remedy, or tell you what evidence or inspection is still needed.
• If you disagree, ask for a final review and we will provide our final response in a durable form.

Your rights and unresolved complaints

This process does not remove statutory rights or prevent you seeking independent advice or using the courts. If our internal process cannot resolve a consumer complaint, our final response will explain that in a form you can keep, identify a relevant accredited alternative dispute resolution provider and its website, and say whether we are obliged or prepared to use that provider. Identifying a provider is not a claim that FlipFlop is a member of its scheme.

Privacy and accessibility concerns

You can use the same contact route for a privacy concern or a barrier to using the site. See Privacy for data rights and the ICO complaint route, or Accessibility to request an adjustment. You do not have to complete our complaints process before exercising a statutory right or contacting a regulator.