Complaints Policy
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Effective Date: 7th June 2026
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1. Overview
At Made By Jayke, we are committed to providing high-quality floral arrangements and excellent customer service. If something has gone wrong, we want to resolve it quickly and fairly.
This Complaints Policy explains how you can raise a concern and how we will handle it.
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2. How to Make a Complaint
If you are unhappy with any part of your order or service, please contact us as soon as possible:
Email: madebyjayke@gmail.com
Website: www.madebyjayke.co.uk
Please include:

• Your name

• Order number (if available)

• Description of the issue

• Photographs (if relevant, especially for damaged or incorrect items)

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3. When to Contact Us
We recommend contacting us:

• Within 24 hours of delivery for issues relating to damaged or incorrect items

• As soon as possible for any other service-related concerns

This helps us investigate and resolve issues effectively.
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4. Our Response Time
We aim to acknowledge all complaints within 48 hours.
We will then review the issue and provide a proposed resolution as quickly as possible.
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5. How We Handle Complaints
Depending on the situation, we may offer:

• A replacement arrangement

• A partial refund

• A full refund (where appropriate under UK consumer law)

• Other reasonable resolutions agreed with the customer

We always aim to resolve complaints fairly and in line with your statutory rights.
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6. Delivery and Courier Issues
Where complaints relate to third-party couriers or delivery services, we will assist where possible in investigating the issue.
However, delays or failures caused by courier services or incorrect customer information may be outside our direct control.
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7. Escalation
If you are not satisfied with our initial response, you may request further review by replying to our email correspondence.
We will make every reasonable effort to reach a fair resolution.
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8. Your Legal Rights
Nothing in this Complaints Policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015.
You are entitled to remedies where goods are faulty, not as described, or not fit for purpose.
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9. Contact
Made By Jayke
Email: madebyjayke@gmail.com
Website: www.madebyjayke.co.uk