Last updated: 9 July 2026
We'd always rather know when something's not right. Email caninekeepsakes.admin@gmail.com with your order number and what's happened. We'll acknowledge within 2 working days, give you a complaint reference number to track it, and aim to resolve things within 14 days, keeping you updated if we need longer. We'll investigate fairly and offer a fair way to put it right.
If we can't resolve your complaint between us, we'll confirm in writing that we've reached the end of our process. You can then use alternative dispute resolution — an independent service that helps settle disputes without going to court. We'll tell you whether we agree to use it and, where we do, give you the details of an appropriate certified provider; we're not currently a member of a specific scheme, but we'll point you to a suitable one if you'd like to go that route.
For free, impartial advice you can contact Citizens Advice at citizensadvice.org.uk or via the consumer helpline, who can refer matters to Trading Standards. None of this affects your legal rights or your right to go to court.