Complaints Policy
Last updated: 29 October 2026
We aim to provide high-quality products and a high standard of service, but we know things sometimes go wrong. This policy explains how to raise a complaint and how we deal with it.
How to make a complaint
Email hello@myglobel.co.uk with "Complaint" in the subject line, or call 0333 335 6368 (Monday to Friday, 9am to 5pm). Please include:
- your full name and contact details (phone and email);
- your order number;
- the product names or codes the complaint is about;
- any relevant dates and times;
- a summary of the problem and what you would like us to do;
- photos or videos, where relevant.
For damaged deliveries, faulty goods and returns, please also follow the steps in our Return and Refund Policy, as some claims have reporting deadlines.
What happens next
- Acknowledgement: we acknowledge your complaint within 3 business days.
- Investigation: we look into it carefully and may contact you, the courier, the manufacturer or our supplier for more information.
- Response: we normally send a full response by email within 14 business days of acknowledging your complaint. If we need longer, we will tell you why and give you a new date.
If we agree with your complaint, we will offer a fair solution, which may include a repair, a replacement, a full or partial refund, or a credit to use on our website. If we do not agree, we will explain why.
If you are not satisfied
If you are still unhappy with our final response, consumers can contact Citizens Advice (citizensadvice.org.uk, 0808 223 1133) for free, independent advice, or Trading Standards through Citizens Advice. You may also choose to take legal action, for example through the small claims court. This policy does not affect your legal rights.
My Globel LTD, Company Registration Number 16178604, 2 Pearkes House, Fairfield Avenue, Watford, WD19 7EW.