Complaints Policy
We want every Wendy Kawaii customer to receive friendly, fair and timely service. This policy explains how to raise a complaint and how we will respond.
How to complain
Email info@wendykawaii.com or write to Wendy Kawaii, Wedyan Ibrahim Aloufi, 169B Junction Road, Archway, London N19 5PZ, United Kingdom.
Please include your name, order number, a clear description of the issue, what outcome you are seeking, and any relevant photographs or documents. Do not send sensitive payment information such as a complete card number.
What happens next
We aim to acknowledge complaints within three working days. We will review the information fairly and may ask for further details. We aim to provide a final response within 14 calendar days. If more time is reasonably needed, we will explain why and provide an updated timescale.
Orders, delivery and products
For damaged, faulty, incorrect or missing items, include your order number and clear photographs where appropriate. Your statutory rights are not affected by this policy. See our Shipping & Delivery and Returns & Refunds policies for more information.
If you remain dissatisfied
Reply to our final response and explain what remains unresolved. We will review the complaint once more. You may also obtain independent consumer advice from Citizens Advice. Where the law requires us to provide information about an approved alternative dispute resolution body after an unresolved complaint, we will do so and state whether we agree to participate.
Accessibility and support
If you need this policy in another format or need help making a complaint, contact info@wendykawaii.com.
Last updated: 15 September 2026.