Last updated: 17 June 2025
We’re committed to providing a high standard of customer care and satisfaction. If something goes wrong, we want to know about it and put it right as quickly as possible.
1. How to Make a Complaint
If you wish to raise a concern about a product, delivery, customer service experience, or anything else, you can contact us via:
Email: hello@inoumi.co
Subject line: Complaint – [Order Number or Topic]
2. What to Include
To help us resolve your issue efficiently, please include:
- Your full name and order number (if relevant)
- A clear description of the issue
- Any supporting evidence, such as photos of the product or packaging
- The outcome you are seeking (e.g. refund, replacement, investigation)
3. What Happens Next
- We will acknowledge your complaint within 2 working days
- A team member will review the details and respond with a resolution or update within 5 working days
- If the issue is complex or requires further investigation, we will keep you informed with progress updates
4. Escalation
If you’re unsatisfied with our final response, you may escalate your complaint to an alternative dispute resolution body, or seek guidance from Citizens Advice or the Financial Ombudsman (if applicable to the issue).
We treat all complaints seriously and use them to improve our products and services.