Grievance
How to raise a complaint about an order, a shipment or our conduct, and what happens next.
If something has gone wrong, tell us directly. A complaint that reaches us is one we can fix.
How to raise it
Email the address on our [contact page](contact.php) with GRIEVANCE in the subject line, or write to the registered office. Include your order or quotation reference, what happened, and what you would like done about it.
If it concerns an individual member of staff, say so — it will be read by a director rather than by the team the complaint is about.
What we commit to
- Acknowledgement within two working days.
- A substantive response within ten working days. If it needs longer — a lab retest, a carrier investigation — we will tell you that inside the ten days rather than going quiet.
- A named person handling it from acknowledgement to resolution.
If you are not satisfied
Ask for it to be escalated to a director in writing. If it remains unresolved after that, a commercial dispute can be taken to the Nepal Chamber of Commerce mediation service, or to the courts of Kathmandu, which is the jurisdiction stated in our [terms](page.php?slug=terms-and-conditions).
Concerns about sourcing or labour
If you have a concern about conditions at a workshop or farm we buy from, we want to hear it and we will investigate it. Tell us what you saw or were told and where. We will not name the person who raised it to the supplier.
This is the one category of complaint where we would rather receive ten that turn out to be nothing than miss one that does not.