How to file a complaint

We take every complaint seriously, because a complaint is a signal that something in our process did not work as it should. Before filing a complaint, please consider whether the matter might be an omission that can be resolved through our standard defect reporting process — that route is faster for both of us. If you have already tried that and the outcome was not satisfactory, or if your concern falls outside the defect window, the steps below explain how to proceed.

Check whether it is a reportable omission

An omission is something that was wrong with your order when it left us — a mislabelled colour, a missing kit component, a needle size that does not match the listing. Omissions reported within thirty days of hand-over are resolved through our standard process at no additional cost. If your matter fits that description and you have not yet written to us, please use the contact form first. A complaint is the appropriate step only after that route has been exhausted or declined.

Send your complaint in writing

Write to us with the subject line 'Formal Complaint' followed by a brief description of the issue. Include your name, the hand-over date of the relevant order, the product involved, and a clear account of what went wrong and what outcome you are seeking. We confirm receipt of every formal complaint within two business days and provide a full written response within ten business days of receiving your message.

Include your name, hand-over date, and product name in the subject line or opening paragraph.
Describe the issue clearly and state the outcome you are looking for so we can address it directly.
Attach any relevant photographs or order confirmation documents to support your account of the problem.

What we will do after receiving your complaint

We review your complaint against our records, including the packing notes and dispatch confirmation for your order. If an error on our part is confirmed, we will offer a remedy — typically a replacement, a credit note, or a partial refund at our discretion. We will explain our reasoning in writing regardless of the outcome. If we disagree with the complaint, we will say so clearly and explain why, so you understand the basis of our position.

We confirm receipt within two business days and respond in full within ten business days.
We explain our reasoning in writing whether we agree with the complaint or not.

If we cannot reach an agreement

If our response does not resolve your complaint to your satisfaction, you retain the right to pursue the matter through other channels. In Canada, consumer disputes may be directed to the relevant provincial consumer protection office or to the Competition Bureau for matters involving misleading representations. You may also seek independent mediation or, where the value of the dispute warrants it, pursue a claim through small claims court in your province. We will not obstruct or discourage any of those routes.

Provincial consumer protection offices accept complaints about retail transactions in their jurisdiction.
Small claims court is available in every Canadian province for disputes within its monetary threshold.

Filing a complaint with us does not remove or limit any rights you hold under applicable Canadian consumer protection law. You may pursue other remedies at any time, independently of this process, and we will cooperate with any legitimate inquiry from a regulatory body or consumer protection authority.