COMPLAINTS & NOTICES

Effective Date: 9 August 2025

FORMAL NOTICE REQUIREMENT: Legal notices to AURICLE must be sent only as set out in this policy. Notices sent by other means (e.g., social media, live chat) may be deemed not received. See also the TERMS OF SERVICE and TERMS OF SALE.

1. WHO THIS COVERS

This policy applies to auricle.co.uk, auriclejewelry.com, and our Shopify-hosted checkout. It applies to trade customers, suppliers, and other parties interacting with AURICLE.

For privacy rights requests, see the PRIVACY POLICY. For accessibility feedback, see the ACCESSIBILITY STATEMENT.

2. HOW TO RAISE A COMPLAINT (B2B)

We aim to resolve issues promptly and fairly.

Step 1 — Contact us
Email info@auricle.co.uk with:

Order number (if applicable)
Your business name and contact details
A clear description of the issue
Supporting photos/documents (e.g., delivery packaging, product images)

Step 2 — Escalation
If you are not satisfied with the initial response, reply to the same thread requesting escalation. A senior team member will review the case.

Step 3 — Final review
If the issue remains unresolved, request a final review. We will provide our final position.

Target response times: we aim to acknowledge within 5 business days. Complex cases may take longer depending on investigation and carrier/vendor responses.

Faulty goods or delivery problems: follow the timelines and evidence requirements in the RETURNS / FAULTY GOODS POLICY (B2B).
Shipping issues: see the SHIPPING & DELIVERY POLICY.
Designs/IP concerns: see DESIGNS & IP.
Modern slavery concerns: see the MODERN SLAVERY STATEMENT.

3. FORMAL LEGAL NOTICES TO AURICLE

To serve a formal legal notice (e.g., contract notice, claim letter, statutory notice), use one of the following channels:

3.1 Email (legal notices)

Address: info@auricle.co.uk
Subject line: LEGAL NOTICE – [Your Company] – [Short Subject]
Deemed receipt: 24 hours after sending unless you receive a bounce or invalid-address notification.

3.2 Registered post / courier

Address to:

For the attention of: Company Secretary – LEGAL NOTICE AURICLE Limited 8 Silver Walk Leicester LE1 5EW England

Deemed receipt (UK): 3 days following the date of mailing by first-class post or next business day after documented courier delivery.
Deemed receipt (non-UK): on documented delivery or 7 days after dispatch, whichever is earlier.

Keep your proof of posting/delivery. Notices sent to other addresses (including our PO Box) may be delayed or deemed not received.

4. NOTICES FROM AURICLE TO YOU

We may send notices to the email address or postal address you provided in your account or purchase documents.

Email notices are deemed received 24 hours after sending (unless undeliverable).
UK first-class post is deemed received 3 days after posting.

Please keep your contact details up to date.

5. WHAT TO INCLUDE IN A FORMAL NOTICE

Your legal name, registered number (if applicable), and address
The basis of the notice (contract, statute, claim, etc.)
Factual background and the remedy sought
Relevant references (order numbers, invoice numbers)
Evidence (photos, reports, correspondence)
A reasonable response deadline

6. CHANNELS WE DO NOT ACCEPT FOR NOTICES

We do not accept legal notices via: social media, live chat (including ChatGPT-powered chat), SMS/IM apps, or phone. You may use these for general enquiries only.

7. LAW & JURISDICTION

This policy forms part of our contractual documentation and is governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over disputes, as set out in the TERMS OF SERVICE and TERMS OF SALE.

8. CONTACT & COMPANY DETAILS

General enquiries and complaints: info@auricle.co.uk Company details (legal name, VAT number): see COMPANY INFORMATION / IMPRINT.

Version: 09.08.2025