Complaints & Dispute Resolution Policy
Complaints & Dispute Resolution Policy
If something has gone wrong with your order, we want to hear about it and put it right. This page explains exactly how we handle complaints, how long each stage takes, and — if we can't resolve things between us — the independent, free routes available to you as a UK consumer.
Why this policy exists, and the law behind it.
Selenalondon is the trading name of JLA Marketing, a company registered in Paris, France, selling exclusively to consumers in the United Kingdom. Because we are established in France but sell into the UK, this policy is written to satisfy both jurisdictions at once, so you always know exactly where you stand.
As a French-registered trader, our complaint-handling approach reflects the standards set by Directive 2013/11/EU on Alternative Dispute Resolution for consumer disputes and its French implementing legislation, the French Consumer Code (Code de la consommation), Articles L.616-1 to L.616-3, which require businesses to offer consumers an effective, accessible complaint mechanism. Because your purchase is made and delivered as a UK consumer, your statutory rights and your access to redress are governed primarily by the UK Consumer Rights Act 2015 and the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, which is why the ADR routes described below are UK-based.
- Applies to
- All orders placed on this site
- Who can complain
- Any UK-based customer
- How to start
- Email, live chat, phone or contact form
- Cost to you
- Free — no charge to raise a complaint
- Governing frameworks
- FR Consumer Code · UK CRA 2015
- Escalation available
- Yes — see below
How we handle a complaint, step by step.
You submit your complaint
Email contact@selenalondon.com, use live chat, call us, or use the contact form on our Contact page. Please include your order number, a description of the issue, and photos if the complaint relates to a damaged, faulty or incorrect item.
Available any timeWe acknowledge receipt
We confirm we've received your complaint and give you a reference to quote in any further correspondence.
Within 2 business daysWe investigate
Our customer care team reviews your order, correspondence and any evidence provided, and, where relevant, liaises with our production or fulfilment partner and carrier to establish what happened.
Typically 5–14 business daysWe respond with an outcome
We send you a clear written outcome — a repair, replacement, refund, other remedy, or an explanation of why we consider no further action is needed — together with a plain-language summary of the reasoning.
Within 30 days of receipt (most cases)Complex cases
Where a complaint genuinely requires more investigation — for example, a dispute involving a carrier, a manufacturing defect claim, or multiple items — we will tell you this is happening, explain why, and give you a revised target date. We aim never to exceed 60 days from receipt without a substantive update.
Up to 60 days, with updatesEscalation is straightforward — and it doesn't cost you anything.
If you disagree with the outcome we've proposed, reply to our response and ask for your complaint to be escalated. A senior member of our customer care team, who was not involved in the original decision, will review the case afresh, taking into account anything new you raise.
If, after this second review, we still can't reach an agreement, we will issue you with a final response letter (sometimes called a "letter of deadlock") confirming that our internal process is exhausted. This letter is your confirmation that you are free to take your complaint to one of the independent, out-of-court bodies described below, or to court.
Stage 1 — First review
Handled by the customer care team member who first received your complaint, per the process above.
Stage 2 — Senior review & deadlock letter
A senior reviewer re-examines the case. If unresolved, you receive written confirmation you can pursue ADR or court.
Independent help, at no cost to you, if we can't agree.
You are never required to go to court to resolve a disagreement with us. As a UK consumer, you can access free, independent guidance and formal Alternative Dispute Resolution (ADR) through the following routes. We are not currently a member of a specific ADR scheme, but UK law requires us to point you to how to find one, and we do so below in full.
Citizens Advice consumer service
Free, independent guidance on your consumer rights and next steps, including how to escalate a complaint. Available by phone and online.
Which?
An independent UK consumer organisation offering practical guidance on your rights, template letters and general support with unresolved disputes.
An accredited ADR provider
The Chartered Trading Standards Institute (CTSI) accredits independent ADR providers for the retail sector, including Retail ADR. These services are free for consumers and can issue a binding recommendation.
A note on the EU Online Dispute Resolution platform: the European Commission's ODR platform was permanently discontinued on 20 July 2025 and no longer accepts complaints. If you see this platform referenced anywhere else in relation to our store, please disregard it — the UK ADR routes above are the current, correct channels for your complaint.
The official watchdogs in both countries.
France — where we're registered
As a company registered in France, our conduct as a trader falls under the supervision of the DGCCRF (Direction générale de la concurrence, de la consommation et de la répression des fraudes), the French government body responsible for consumer protection and fair trading.
In accordance with Articles L.616-1 to L.616-3 of the French Consumer Code, French traders are expected to provide access to a consumer mediation service. We are in the process of formalising this arrangement; in the meantime, the UK-based routes above remain the most direct path to resolution for your purchase as a UK consumer.
United Kingdom — where you're protected as a customer
Your purchase is protected by the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and the Digital Markets, Competition and Consumers Act 2024.
- Trading Standards — enforces fair trading law; reports are made via Citizens Advice.
- CTSI — the Competent Authority overseeing accredited ADR providers.
- Information Commissioner's Office (ICO) — for data protection and privacy complaints.
Taking a claim further, as a last resort.
UK small claims
For UK consumers, straightforward monetary claims can be brought through HM Courts & Tribunals Service's Money Claim Online service, without the need for a solicitor, for claims that meet the relevant threshold.
French courts
Because JLA Marketing is registered in France, certain disputes may also fall within the jurisdiction of the French courts local to our registered office in Paris, depending on the nature of the claim and applicable private international law rules.
Going to court is always your right, but we would encourage trying the free ADR routes above first — they're faster, free, and designed specifically for disputes like this.
Complaints by type
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If a sandal, dress, footwear item or linen set arrives faulty, damaged or different from its listing, contact us with your order number and photos, and we will offer a repair, replacement or refund as appropriate, in line with our Refund & Return Policy.
If your order hasn't arrived within the stated 7–10 business day window, or arrives visibly damaged in transit, tell us your order number and we will investigate with our carrier and either arrange a replacement, redelivery or refund, depending on the circumstances.
If you believe you were charged incorrectly — the wrong amount, an unexpected charge, or a discount that didn't apply — contact us with your order confirmation and we will review the transaction and correct any genuine error.
Concerns about how your personal data has been handled should first be raised with us at contact@selenalondon.com. If you remain unsatisfied, you can complain to the UK Information Commissioner's Office (ICO) at ico.org.uk. Full detail is in our Privacy Policy.
If your concern is about how a member of our team handled your enquiry rather than the order itself, say so clearly when you write in — this ensures it is reviewed by a senior team member from the outset.
We may update this policy as our processes, ADR arrangements or applicable consumer protection rules evolve. The "Last updated" date in the hero above always reflects the current version.
Start here — we read every message ourselves.
75007 Paris
Île-de-France, France
- Legal operator
- JLA Marketing
- Chamber of Commerce (SIRET)
- 834 721 094 00011
- contact@selenalondon.com
- Phone
- +33 7 54 00 67 18
- Business hours
- Mon–Fri, 09:00–17:00 CET
- Acknowledgement time
- Within 2 business days