Complaints Policy:

At Atlast Creations, we pour our hearts into handcrafting premium products and delivering an exceptional shopping experience. We want you to love your purchase, but we recognise that sometimes things don’t go perfectly.

If you are unhappy with our products or the service you have received, we want to hear about it. Your feedback is invaluable to our small business, and we are committed to resolving any issues swiftly, fairly, and professionally.

Our Complaints Principles

  • We listen: Every complaint is treated with respect, empathy, and confidentiality.
  • We act quickly: We aim to acknowledge and resolve issues as efficiently as possible.
  • We improve: We use your feedback to refine our small-batch creations and processes to ensure the issue doesn't happen again.

How to File a Formal Complaint

To help us resolve your issue quickly, please submit your complaint in writing to our customer care team via email:

  • 📨 Email Address: contact@atlastcreations.co.uk
  • 📝 Subject Line: Formal Complaint - order number (or reason for complaint if you're not a customer)

What to include in your email:

  1. Your full name and the email address associated with your order. (If you're not a customer, just your full name will do)
  2. Your order number (if applicable).
  3. A clear, detailed description of the issue.
  4. If your complaint regards a faulty or damaged product, please attach clear photographs of the item and its packaging.
  5. Your preferred outcome (e.g., a replacement, a refund, or an explanation).

Our Resolution Process & Timelines

Stage 1: Acknowledgement (Within 24–48 Hours)

Once your email is received, we will send you an acknowledgement confirmation within 24 to 48 hours (excluding weekends and UK bank holidays). This lets you know your complaint has landed in the right hands and is being actively reviewed.

Stage 2: Investigation & Review (Within 3–5 Working Days)

Because our cosmetic and home fragrance products are handmade in small batches, we may need to review our batch records, safety certificates, or consult with our shipping providers to investigate the issue thoroughly. We aim to complete this review within 3 to 5 working days of our acknowledgement. We will let you know before this date if we expect it to take longer.

Stage 3: Our Official Response & Resolution

Once our investigation is complete, we will send you a detailed written response outlining our findings and proposing a fair resolution (such as a full/partial refund, a replacement product, or a store credit).

Escalation & Statutory Rights

We will always work directly with you in good faith to find an amicable solution. Please be assured that our complaints procedure does not affect your statutory rights as a consumer under the UK Consumer Rights Act.

If you remain unsatisfied with our final response, you have the right to seek independent advice from Citizens Advice or contact UK Trading Standards.