At Spiritly, we strive to provide exceptional service and high-quality products. However, we understand that there may be instances where you may have a complaint about our services or 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
To begin the complaint resolution process, please fill out the "Complaint Submission Form" below, providing as much detail as possible. Alternatively, you can email your complaint directly to Be sure to include your name, contact information, order number (if applicable), and a detailed description of the issue.

Step 2: Complaint Acknowledgment
Once we receive your complaint, our dedicated customer service team will promptly acknowledge receipt of your submission. We aim to respond to all complaints within 24-48 hours.

Step 3: Complaint Investigation
Our customer service team will thoroughly investigate your complaint, which may involve contacting relevant parties, reviewing product or service information, and examining any documentation provided. 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 to address your concerns. This may include offering a replacement, refund, store credit, or an alternative solution tailored to your specific issue. We are committed to resolving complaints to your satisfaction whenever possible.

Step 5: Final Response
Once we have determined the appropriate resolution, we will provide a final written response to your complaint, 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 necessary)
If you remain unsatisfied with the final response, you may request to escalate your complaint to a higher level within our organisation. In this case, a senior member of our team will review the complaint and provide an updated response. 

At Spiritly, your satisfaction is our priority, and we are dedicated to resolving any complaints you may have. By following this complaint resolution process, we aim to ensure that your concerns are handled efficiently and effectively. Thank you for your patience and understanding as we work to address your complaints and continuously improve our products and services.