Most issues — a wrong item, a damaged bag, a missing tool — are resolved quickly through
the contact form, without needing a formal complaint. A complaint is the right step when
a problem has been raised and not resolved to a reasonable standard, or when a defect
was reported within the fix window and no corrective action followed. This page explains
exactly how that process works, what to expect at each stage, and what options remain if
no agreement is reached.
1
Check whether to report an omission first
Before filing a formal complaint, check whether the issue qualifies as an omission
rather than a dispute. An omission is a straightforward gap — a missing item, a
wrong product, a quantity shortfall — that can be resolved through the standard
contact process without escalation. Use the contact form to report it, include your
order number, and give us one business day to respond. If the response resolves the
issue, no complaint is necessary. If the response is unsatisfactory or absent after
a reasonable period, proceed to the formal complaint step below.
2
Submit your formal complaint in writing
A formal complaint must be submitted in writing by email, addressed to the operator
at the contact details listed on the contact page. Include your full name, your
order confirmation number, a clear description of the problem, the date the issue
was first raised, and any previous correspondence. Written complaints create a clear
record for both parties and allow the issue to be reviewed carefully before a
response is prepared. Verbal complaints by phone cannot be treated as formal
submissions.
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Your full name as it appears on the order confirmation you received by email
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Your order confirmation number and the date of delivery or hand-over
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A clear description of the problem and when it was first noticed
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Copies of any previous correspondence about the same issue
3
What happens after your complaint is received
All formal complaints are acknowledged within three business days of receipt. A full
written response, including a proposed resolution or a clear explanation of why one
cannot be offered, is provided within fourteen calendar days. If the investigation
requires additional time — for example, to trace a shipment or verify a product
batch — you will be informed in writing before the fourteen-day period expires,
along with a revised response date. The response will address each point raised in
the complaint directly.
4
Possible outcomes of a complaint
Depending on the nature of the complaint and the evidence provided, the outcome may
include a replacement of the affected item, a credit applied to a future order, a
partial or full correction of the order at no additional cost, or a written
explanation of why no further action is possible. Each outcome is assessed on the
specific facts of the complaint. No outcome is guaranteed in advance, and the
appropriate resolution depends on what can be verified within the information
available.
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Replacement of a confirmed defective or incorrectly supplied item at no
additional charge
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Credit towards a future order, applied when a replacement is not practical or
available
5
What this complaints route cannot resolve
This complaints process applies to supply defects, order inaccuracies, and delivery
issues that fall within the scope of what the operator can verify and control. It
does not cover dissatisfaction with how a material performed during use, variation
in fired glaze results caused by kiln conditions, or changes to a product requested
after the order was confirmed and dispatched. Issues of this kind are outside the
scope of a supply complaint and are explained on the main product pages.
If the complaints process has been followed in full and no satisfactory resolution
has been reached, you retain the right to seek independent mediation or pursue the
matter through the applicable consumer protection framework in your province. Filing
a complaint with this service does not limit or waive any statutory rights you hold
as a consumer under Canadian law.