We want every order to go smoothly, but if something goes wrong we want to hear about it. This policy explains how to make a complaint to GEMSEED LTD, the operator of penguinskins.com, and what happens next.
1. What counts as a complaint
A complaint is any expression of dissatisfaction with our Items, service, staff or Website that calls for a response. You can complain about anything, including an order, a delivery, a refund decision or how we handled your data.
2. How to complain
- Email: support@penguinskins.com, with “Complaint” in the subject line.
- Contact form: on our Contacts page, choosing the topic “Complaint”.
- Post: Complaints, GEMSEED LTD, First Floor Office, 3 Hornton Place, London, W8 4LZ, United Kingdom.
To help us resolve it quickly, please include your name and the email address used for the order, your order number, what happened and when, what you would like us to do, and any screenshots or Steam trade offer details.
3. What happens next
- Acknowledgement. We acknowledge your complaint within 2 business days and give you a reference number.
- Investigation. We review the order, payment and Steam trade records and may ask you for more information.
- Response. We send you a full written response within 14 days of receiving your complaint. If we need more time, we will explain why and tell you when to expect our response, which will normally be no later than 30 days after we received your complaint.
Our response explains what we found and what we will do to put things right, for example delivering the Item, replacing it or giving a refund.
4. If you are not satisfied
If you are unhappy with our response, reply within 30 days and ask for a review. A different, more senior member of our team will review your complaint and send you a final response within 14 days.
5. Outside help
- Alternative dispute resolution: if we cannot resolve your complaint, our final response will give you the name and website of a certified alternative dispute resolution (ADR) provider that could deal with it and tell you whether we agree to use it. Using ADR does not affect your right to go to court.
- Consumer advice: in the UK, Citizens Advice offers free consumer advice at citizensadvice.org.uk. If you live elsewhere, the consumer organisation or authority in your country may be able to help.
- Payment disputes: your bank or card issuer may be able to help with a disputed payment.
- Data protection: you can complain to the Information Commissioner’s Office or your local data protection authority, as explained in our Privacy Policy.
- Courts: you can also bring a claim in the courts, as set out in our Terms of Service.
6. Our commitments
- We treat every complaint fairly, promptly and confidentially.
- Making a complaint will not affect how we treat you or your future orders.
- We keep a record of complaints for 2 years after they are closed and use them to improve our service.
We handle complaints in English.