Step 1: contact us
Email contact@orchestrabooks.co.uk with “Complaint” in the subject line. Include your name, order or reference number, the relevant dates, a concise description, any supporting documents or photographs, and the outcome you are seeking.
Step 2: acknowledgement and review
We aim to acknowledge a complaint within three working days. A straightforward matter will be answered as soon as reasonably possible. A complex complaint may require information from a carrier, payment provider, supplier, author, rights holder or another party.
Step 3: escalation
If you believe the response did not address the issue, reply within 14 days and ask for an internal review. Explain which part remains unresolved and provide any new evidence.
Consumer rights
This procedure does not affect statutory rights or any right to seek independent advice, use an applicable dispute-resolution route, make a chargeback request where legally available, or bring a claim.
Privacy and records
Complaint information is used to investigate, respond, improve services, prevent fraud and keep appropriate legal records. See our Privacy Policy.