Complaints

We want to put things right when they go wrong. This page explains how to complain and what happens next. It follows our Terms of Use and Sale and Seller Terms.

Before you complain

Most problems with an order are fastest to solve from the order itself in Your orders: cancel items that have not been sent, start a return, report a fault, or report that an order has not arrived. If a shop does not reply within 3 working days, or you disagree with its decision, you can ask UK Junction to step in from the return page.

How to complain

• Email complaints@ukjunction.com, or use the contact form and choose "A complaint".
• Tell us your name, the email address on your account, any order or return number, what went wrong and what you would like us to do.

What happens next

• Shoppers: we reply within 5 working days. If it will take longer to look into, we tell you why and when to expect an answer.
• Sellers: we acknowledge your complaint within 2 working days and aim to resolve it within 15 working days, then explain the outcome.
• We look at the evidence from everyone involved before we decide.

If you are still unhappy

If we cannot resolve your complaint, you can contact Citizens Advice for guidance on your options. This does not affect your legal rights.