Complaints & Dispute Resolution

At Stylishoe, we aim to provide clear, fair and prompt support to all customers.

If you are unhappy with your order, our products, delivery, returns process, refund handling, or customer service, you may raise a complaint using the procedure below.

This Complaints & Dispute Resolution Policy explains how customers can contact us, how complaints are handled, expected response times, and what options may be available if a complaint cannot be resolved.

1. Trader Details

Trading name: Stylishoe
Legal company name: Ecomweb Limited
Company registration number: 75424774
Registered office address: Unit 2A, 17/F, Glenealy Tower, No. 1 Glenealy, Central, Hong Kong
Customer service email: contact@stylishoe.com
Complaints email: contact@stylishoe.com
Website: Stylishoe.com

2. How to Make a Complaint

If you wish to make a complaint, please contact us by email at:

Email: contact@stylishoe.com

Please include the following information so that we can investigate your complaint properly:

Your full name
Your order number
The email address used to place the order
A clear description of the issue
Any relevant photos, screenshots, tracking information, or other supporting evidence

You may also contact us by post at:

Postal address:
Unit 2A, 17/F, Glenealy Tower
No. 1 Glenealy
Central
Hong Kong

3. Complaint Response Times

We will handle complaints fairly and as quickly as possible.

We aim to:

Acknowledge your complaint within 1 working day
Investigate your complaint and provide a full response within 7 calendar days

If we need more time to investigate, we will contact you and explain the reason for the delay.

4. How We Handle Complaints

Once we receive your complaint, we will review the details and may ask you for further information if required.

Depending on the issue, we may review:

Your order details
Delivery and tracking information
Product information
Previous communication with our customer service team
Photographs or evidence provided by you
Our returns, refunds, cancellation and delivery policies
Your statutory consumer rights

Where appropriate, we may offer a suitable remedy, which may include a refund, replacement, exchange, order cancellation, return instructions, or another appropriate solution in accordance with your statutory rights and our published policies.

5. Your Statutory Rights

Nothing in this policy affects your legal rights as a consumer.

You may have statutory rights relating to faulty goods, goods not as described, late delivery, cancellation rights, refunds, and other consumer protections. These rights apply in addition to any rights provided under our store policies.

For information about cancellation, returns and refunds, please also read our:

Returns, Refunds & Cancellation Policy:
https://stylishoe.com/pages/refunds-and-returns-policy

Delivery Policy:
https://stylishoe.com/pages/shipping-and-delivery-policy

Terms & Conditions:
https://stylishoe.com/policies/terms-of-service

6. If Your Complaint Is Not Resolved

If we cannot resolve your complaint, we will provide our final response in writing.

Our final response will explain:

Our position on the complaint
Any remedy we are offering
The reason for our decision
Any further options available to you

Where required, we will also provide information about an appropriate Alternative Dispute Resolution (ADR) provider that may be able to review the complaint, together with its website address, and we will state whether we agree to use ADR in relation to the complaint.

ADR is a process where an independent third party may help resolve a dispute without going to court.

For retail consumer disputes, one possible ADR provider is:

RetailADR
Website: https://www.retailadr.org.uk

Please note that we are not currently a member of an ADR scheme and are not required to use ADR unless we agree to do so or are legally required to do so.

This does not affect your statutory consumer rights.

7. Contact Us

For complaints or questions about this policy, please contact us at: