Complaints and problem resolution
This page explains what to do when something has gone wrong with an order and a normal message to our support team has not sorted it out. There is one route, set out step by step: where to write, what to attach, how quickly we reply, and what happens if we cannot reach an agreement.
In short:
- Email info@gadgerz-shoppy.com and quote your order number.
- First reply within 2 business days. In practice we answer emails within 24 business hours.
- A substantive answer within 14 days of receiving a complete complaint.
- If we need longer, we update you at least every 7 days until the case is closed.
- You can also write to us by post, at the address further down this page.
Start here: email info@gadgerz-shoppy.com, as most problems are settled at this stage
Almost everything — a product that arrived broken, a parcel that cannot be found, a missing accessory, a refund that has not turned up — is settled in two or three emails. You do not need recorded delivery, you do not need a solicitor, and there is no special form to fill in.
Write to info@gadgerz-shoppy.com from the email address you used for the order if you still have it, as that helps us find you straight away. If you no longer have it, write from another address and give us your first name, surname and the delivery address on the order.
Keep everything in one email thread
Every complaint becomes a case with its own reference. To avoid slowing things down:
- Always reply under the same email, without changing the subject line.
- Do not open a second message about the same problem: two parallel cases hold each other up.
- If you have two different orders with two different problems, then yes, send two separate emails.
An important point about security
The only payment method available at the moment is cash on delivery: you pay the courier when your parcel arrives. That means:
- We will never ask you for a card number, a CVV or security code, a PIN or your online banking passwords. Not by email, and not over the phone.
- Where a refund is due, we pay it by bank transfer. In that case we will ask you for the account holder’s name and the account number or IBAN, and nothing else.
- Keep the receipt the courier leaves with you on delivery: it is your proof of how much you paid and on what date.
What to put in a complaint so we can deal with it straight away
A complete complaint is usually closed within a few days. An incomplete one costs two or three extra emails just to work out what we are talking about. Here is everything we need.
What to include in your email
- Order number (it is in your confirmation email). If you cannot find it: first name, surname, delivery address and roughly when you ordered.
- Product name and quantity.
- What happened, in a few lines: what you received, what is wrong with it, and when you noticed.
- Delivery date of the parcel.
- Photos of the problem (see below).
- What you would like us to do: replace the item, send a missing part, repair it or refund you. If you are not sure which is best, say so and we will set out the options.
Email subject line
Use this format, so your case goes straight to the right person:
Complaint – order no. [your order number]
What to attach, and why we need it
| Attachment | When it is needed | What it is for |
|---|---|---|
| Photo of the product | Product broken, faulty, or different from the one ordered | Lets us open the case immediately with whoever prepared the shipment, without waiting for the product to come back |
| Photo of the box and the shipping label | Damaged parcel, wrong parcel, missing contents | Needed for the claim against the courier, which has tight deadlines |
| Photo of the courier’s receipt | Problems with the amount paid on delivery | Shows how much you paid and on what date |
| Photo or video of the product in use | The device switches on but does not work as it should | Saves you an unnecessary return: sometimes it is just a setting |
Photos: how to take them
- Two or three photos are enough. A few clear ones beat ten confusing ones.
- Take them in natural light, near a window, with the flash off.
- One photo of the whole product, one close-up of the fault.
- If there is a label with the model code, photograph it: it tells us at once which spare part to order.
- Attach the photos to the email itself. If they are too large and the email will not send, split them across two emails, keeping the same subject line.
How quickly we reply, and how we handle your case
These are the timescales we commit to. They are calendar days, except where it says “business”. We normally answer support emails within 24 business hours; the times in the table are the outer limits we set ourselves for a formal complaint.
| Stage | Timescale | What you get |
|---|---|---|
| Acknowledgement | Within 2 business days | An email confirming that your complaint has been opened, with its reference |
| Request for any missing documents | Within 2 business days | An exact list of what we still need in order to proceed |
| Substantive answer | Within 14 days of the complete complaint | Our proposed solution, in writing |
| Complex cases (checks with the courier or the supplier) | 30 days at the most | An update at least every 7 days until the case is closed |
| Refund approved | Within 14 days of approval | Bank transfer to the account details you gave us |
How we handle your case
- Opening. We log the complaint and confirm your reference.
- Checks. We review the order and the photos and, where needed, open a claim with the courier or the supplier.
- Proposal. We write to you with what we can do: a replacement, the missing part, a repair or a refund.
- Closing. Once you accept, we carry it out and confirm in writing that the case is closed.
If you do not hear back
- Check your spam or junk folder: our replies do sometimes end up there.
- Add info@gadgerz-shoppy.com to your contacts.
- If you have seen nothing after 2 business days, reply under your own email with REMINDER at the start of the subject line.
Postal address for written complaints
Email is by far the quicker route, but if you would rather put it on paper you can post your complaint to our registered office:
Scalefuel Ads Ltd
71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom
Registered in England and Wales, company number 15697275
A few practical points:
- Write your order number, first name and surname legibly, along with an email address or another way of replying to you.
- Send copies of any documents, never the originals.
- If you want proof of posting, use a tracked or signed-for service and keep the receipt.
- Post is slow. The timescales above run from the day your letter reaches us, so the time it spends with the postal service is on top of that. If there is a deadline coming up — the 14 days you have to cancel an order, for instance — send an email as well, so the date is fixed.
- Do not send products to this address. It is our registered office, not a warehouse or a returns address. Returns go to the returns address we give you in writing, and only once we have sent you written return instructions; a parcel sent to the wrong address is likely to come back to you at your own cost.
If we have not been able to put things right: what you can do next
Our answer may not satisfy you. If that happens, you are not left without options. Here is what you can do, in order.
1. Ask us to review the case
This is the simplest step and it is often enough. Reply to our email with REVIEW at the start of the subject line and explain in a couple of lines why the proposed solution does not work for you. The case is then read again by someone who did not handle it the first time. You will get a final written answer within 14 days: that document is what you will need if you decide to take the matter elsewhere.
2. Contact a consumer advice organisation
Consumer advice organisations help people who are in dispute with a trader, and they can contact us on your behalf. In the UK, the usual starting point is the Citizens Advice consumer service: citizensadvice.org.uk/consumer. If you live elsewhere in Europe, your national consumer association does the same job — in Italy, for example, the associations listed by the Consiglio Nazionale dei Consumatori e degli Utenti (CNCU). Bringing our final written answer with you makes their work a great deal faster.
3. Report what happened to the authorities
In the UK, complaints about a trader are reported to Trading Standards through the Citizens Advice consumer service, which passes the report on. Consumer protection law is enforced by Trading Standards and by the Competition and Markets Authority (CMA): gov.uk. If you live in the EU, the equivalent is your national consumer protection authority — in Italy, the Autorità Garante della Concorrenza e del Mercato (AGCM), at agcm.it. One thing worth knowing: a report of this kind exists to get a trader’s conduct looked at, not to get your money back. For a refund, use the other routes.
4. Going to court
You can always take the matter to court. Claims of this size are normally dealt with by the County Court under the small claims track, which is designed to be used without a solicitor, and you can start one online through Money Claim Online at gov.uk. Scotland and Northern Ireland have their own equivalent procedures. As a consumer you can normally bring your claim in the courts of the country where you live, rather than where the trader is based: that applies to customers in the UK, and EU rules give customers in the EU the same right.
One point, for the sake of clarity
We are not currently a member of an alternative dispute resolution (ADR) scheme, and we are not required by law to join one. We would rather not point you towards a procedure we could not genuinely follow through. What we commit to is a written, reasoned answer within the timescales set out on this page, so that you can decide how to proceed.
Complaints about personal data: how to contact the supervisory authority
If the problem concerns your personal data — a deletion request that has gone unanswered, emails you never asked for, a question about how we handle your information — the route is slightly different.
- Write to us first, at info@gadgerz-shoppy.com, with “Privacy” as the subject. Say clearly what you are asking for (access to your data, correction, erasure, or an objection to marketing). The legal deadline for answering a request about personal data is one month.
- If you are not satisfied with our answer, or you do not get one, you can complain to the supervisory authority. You have the right to go to the authority in the country where you live:
- United Kingdom (where the company is registered) — Information Commissioner’s Office: ico.org.uk
- Italy — Garante per la protezione dei dati personali: garanteprivacy.it
Complaining to the supervisory authority is free and you do not need a solicitor. If you live in the UK, the ICO is the body to approach; if you live in Italy, it is the Garante.
To see what data we collect and how long we keep it, read our Privacy Policy. To manage cookies and your tracking preferences, see the Cookie Policy.
What is not a complaint (cancelling, faults, delays: where to look instead)
Plenty of situations already have their own procedure, quicker than a complaint. Before you write, check this table: the answer may be a minute away.
| Your situation | It is not a complaint, but… | Where to go |
|---|---|---|
| You have changed your mind and want to return a product that works | This is your right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013: you have 14 days from receiving the product to tell us | Refund Policy |
| The product arrived broken or faulty, or it is not what you ordered | Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Where they are not, you are entitled to a repair, a replacement or your money back. How long you have depends on the country of delivery | Warranty and Product Safety, Refund Policy and Terms and Conditions |
| You want to know where your parcel is, or why it is late | This is a tracking enquiry: it is usually sorted out within a few hours | Delivery Policy and Contact Us |
| You want to change or cancel an order you have just placed | This is an order amendment: ask as soon as you can, before the parcel leaves us | Contact Us |
| You have a question about a product, its dimensions or its availability | This is a pre-purchase question | Contact Us |
| You want to change your cookie preferences | This is a technical setting you can change yourself at any time | Cookie Policy |
A complaint, strictly speaking, is for when one of those procedures has not worked: the refund did not arrive when it should have, the replacement was never sent, nobody replied to you. In that case you are in the right place: go back to the top of this page and write to info@gadgerz-shoppy.com.
Nothing on this page affects your statutory rights.
Last updated: 21 September 2026 — Scalefuel Ads Ltd.