Customer Care

💬 Customer Care

Complaints Policy

At Ornamory, your satisfaction means the world to us. While we aim to deliver every order with care and precision, we understand that sometimes things can go wrong — and when they do, we’re here to help.

---

📌 What Counts as a Complaint?

A complaint is any expression of dissatisfaction related to:

The product you received

Our customer service

Delivery, production, or personalization errors

If something didn’t go as expected — we want to know, and we want to fix it.

---

📨 How to Make a Complaint

You can submit your complaint by:

Emailing us at support@ornamory.com

Submitting the contact form on our website: ornamory.com/pages/contact

Please include:

Your order number

A brief description of the issue

Any supporting images (if applicable)

Your preferred outcome (e.g. remake, refund, etc.)

---

🛠 What Happens Next?

Acknowledgement – We’ll confirm we received your message within 24 hours (Mon–Fri).

Investigation – Our team will review your case thoroughly, often within 1–3 business days.

Resolution – We aim to resolve most complaints within 7 business days. Complex cases may take longer, and we’ll keep you informed every step of the way.

---

🤝 Need Extra Help?

If you're unable to submit a complaint yourself, you're welcome to appoint someone (a family member, friend, or carer) to contact us on your behalf. Just make sure you provide written permission.

---

We’re a small, heartfelt team — and we care deeply about every keepsake we send out. If something’s wrong, we’ll do everything we can to make it right.