At CustomEmbroideredPatchesUK.co.uk, customer satisfaction is our top priority. We aim to deliver high-quality custom embroidered patches and excellent service every time. However, if something isn’t right, we want to hear about it so we can put things right as quickly as possible.
How to Make a Complaint
If you are unhappy with any part of your order or experience, please contact us via one of the methods below:
Email: [email protected]
Phone: +447746501247
Contact Form: Here
Post: 89A Whinney Hill, Durham DH1 3BQ
Please include the following:
- Your full name and order number (if applicable)
- A clear description of the issue
- Any supporting images or documents
Response Times
We aim to acknowledge all complaints within 1 working day
We aim to resolve most issues within 3–5 working days
More complex cases may take longer, but we’ll keep you updated throughout
Resolution Process
Once we receive your complaint:
- We’ll review the issue and contact you for any additional details.
- If we’re at fault (e.g., wrong patch, production error), we’ll offer:
- A reprint
- A refund
- Or another appropriate solution
- If the issue is unclear or not covered by our policy, we may request further evidence.
We are committed to treating all complaints fairly, professionally, and respectfully.
Escalation
If you’re unhappy with how your complaint has been handled, you may request it to be escalated to a senior manager or owner. Please email with the subject line:
Complaint Escalation Request
Your Rights
This policy does not affect your legal rights under UK consumer protection law, including your right to a refund, replacement, or repair in the case of faulty goods.
Thank you for helping us improve. We value your feedback.