Complaints Policy
At Spiritly, we strive to provide exceptional service and high-quality products. We take all customer complaints seriously and are committed to addressing your concerns in a timely and effective manner.
Please follow the steps below to ensure your complaint is handled and resolved efficiently.
Step 1: Submit Your Complaint
Fill out the Complaint Submission Form on our website, providing as much detail as possible. Alternatively, email your complaint directly to complaints@spiritly.com.
Please include:
- Your name and contact information
- Your order number (if applicable)
- A detailed description of the issue
Step 2: Acknowledgement
Once we receive your complaint, our Customer Service team will promptly acknowledge receipt. We aim to respond to all complaints within 24–48 hours.
Step 3: Investigation
Our team will thoroughly investigate your complaint, which may involve reviewing product or service information, examining documentation, and contacting relevant parties. We may reach out to you for further information or clarification during this process.
Step 4: Proposed Resolution
Upon completing the investigation, we will propose a resolution tailored to your specific issue. This may include:
- A replacement product
- A refund
- Store credit
- An alternative solution
We are committed to resolving complaints to your satisfaction wherever possible.
Step 5: Final Response
We will provide a final written response detailing the actions taken and the outcome reached. If you are not satisfied with the resolution, please let us know and we will explore further options to address your concerns.
Step 6: Escalation
If you remain unsatisfied with the final response, you may request to escalate your complaint to a senior member of our team, who will review the matter and provide an updated response.
Questions?
If you have any questions about our complaints process, please don't hesitate to get in touch at complaints@spiritly.com, call us on 020 3140 0318, or chat with us via Live Chat (Mon–Fri, 9am–5pm).
