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1 · Before anything else
Thank you for taking the time. A complaint that reaches us is worth more than a bad review that doesn't — it gives us a chance to fix your situation, and to fix whatever caused it.
Some things have a faster lane than this page:
- Wrong item, damaged item, or a fit problem — go straight to Returns & refunds. You don't need to frame it as a complaint to get it fixed.
- Order hasn't arrived — check Shipping first; most "where is it" cases are a quiet tracking window, not a lost parcel.
- A question, not a complaint — the FAQ or Contact us will get you there quicker.
Everything else — how you were treated, a reply that missed the point, a product that disappointed, something on the site that misled you — belongs here.
2 · How to raise a complaint
Use the form below, or email service@tervelio.com with "Complaint" in the subject line. Both routes land with the same people — the subject line just makes sure it's triaged as one.
What to include
- Your order number, if there is one — it lets us see the whole history before we reply.
- What happened and when — dates matter, especially for anything involving a carrier or a previous reply from us.
- What a good outcome looks like to you — refund, replacement, an explanation, or just being heard. Say it; we won't make you negotiate for it.
- Photos or screenshots, if they show the problem.
3 · What happens next
| Step | What we do | When |
|---|---|---|
| 01Acknowledge | A person confirms we've received it — not an auto-reply. | Within 1 working day |
| 02Investigate | We read the order history, talk to whoever handled it, and check what actually happened. | 1–3 working days |
| 03Resolve | You get a plain answer: what went wrong, what we're doing about it for you, and what changes so it doesn't repeat. | Within 5 working days |
If something genuinely needs longer — a carrier claim, a supplier question — we'll say so before the deadline passes, with a date, not a shrug.
Complaints change things here. Fit checks before ordering, declared customs values,
and several page rewrites all started as someone's complaint. That's the loop working, not a
platitude.
4 · If you're not satisfied with the answer
Reply to our answer with "Escalate" at the top. That takes it off the original handler's desk and puts it in front of management for a fresh read — including whether we handled the complaint itself properly.
You'll get the escalation outcome within 3 working days, and it's the company's final position. We'd rather give you a clear final answer than an endless loop.
To confirm before publishing. If you want a separate management inbox published here
(the reference site lists one), add it — e.g. a dedicated address that skips the queue. Publishing
one you don't actually monitor is worse than not listing it.
5 · Suggestions
Ideas don't need an order number. Products you wish we made, a finish we should offer, a page that was confusing, a step at checkout that felt off — all of it is useful, and the good ones get built.
We read every suggestion. We can't reply individually to all of them, but "we already ship that" replies go out same-day, and anything we adopt, we'll tell you — you'll have earned the first look at it.
6 · Send it now
This form goes to the same inbox as email — use whichever is easier.
