Complaints and Disputes

If something has gone wrong, we would like to hear about it and put it right. This page explains how to raise a complaint, what happens next, and which other routes remain open to you. Using this process is free and entirely optional. It does not replace or limit any legal right you have, and it applies to buyers, recipients, contributors and anyone else affected by the shop.

1. Who handles complaints

Quiet Rose is the trading name of a private individual, and not of a company. There is no separate complaints department, and complaints are dealt with directly. We do not claim membership of any trade association or dispute-resolution scheme. In this page, “we” and “us” mean that person, together with anyone acting on that person’s behalf in running the shop.

2. How to make a complaint

Write to support@quietroseproject.com or use the contact page. You do not need to use any special form of words. It will help us to act quickly if you include the following.

• Your name and the best email address for a reply.
• Your order number or contribution reference, if you have one.
• What went wrong, and when.
• Any photo or message that helps to show it. For a damaged or wrong item, a photo is needed.
• What you would like us to do.

3. Time limits worth knowing

Some of our own commitments run for a set period, so please write as soon as you can. These periods do not shorten any period that the law gives you.

• Damaged or wrong items: within 48 hours of delivery, with a photo.
• Returns of unused non-perishables, such as vases and candles: within 14 days of delivery.
• Book contributions made by mistake: within 14 days.
• Cancellation: a paid order cannot be cancelled.

3.1 Why early complaints are easier to resolve

Recipient data, the note and the buyer’s email are erased 30 days after an order closes. After that we still hold the order number, the products, the amounts and the dates, but we may not be able to check details that have been erased. A late complaint will still be read and answered, but we may be more limited in what we can establish.

4. What happens next

We reply within 2 business days. Simple matters can often be settled in that first reply. If a matter needs more time, for example because we have to check with a florist or a courier, we will tell you and keep you informed.

Once we have looked into it, we will tell you what we found and what we can do. That may be a replacement, a refund, a correction or an explanation. If we cannot do what you asked, we will explain why. If you disagree, please say so, and we will look at the matter again.

5. If you are the recipient of a gift

You can write to us without knowing the order number or the price. If a gift or a note was unwelcome, or if you are worried about contact from the sender, please tell us. We will not tell the buyer that you have written, unless the law requires it. You can also decline and block future gifts on your private page, as the Notice to Gift Recipients explains.

If you believe that you are in immediate danger, please contact the local emergency services or the police rather than writing to us.

6. What we cannot do when resolving a complaint

To protect the recipient’s privacy, we cannot give a buyer the recipient’s address, phone number or reason for not accepting a gift, even in the course of a complaint. We can confirm what happened to your order and your money. Where a court or competent authority requires us to disclose information, we will follow the law that applies.

7. Complaints about personal data

Requests and complaints about personal data can be sent to the same address. The Privacy Policy explains your rights. Depending on where you live, laws such as the GDPR, the UK GDPR, Ukraine’s personal data law or the Philippine Data Privacy Act may also let you complain to a data protection authority. You do not need to come to us first.

8. Other routes open to you

You may take any of the following steps at any time, whether or not you have written to us. Nothing on this site asks you to give them up.

• Contact your bank or card issuer, including to dispute a charge. If a dispute is opened, we may provide the order record and any proof of delivery to Stripe to respond to it.
• Contact a consumer protection authority or consumer advice service in the country where you live, if there is one.
• Use a voluntary mediation or dispute-resolution service, if one is available to you and we both agree to take part.
• Bring proceedings in court, in line with the law that applies to you.

9. Your legal rights

Mandatory consumer rights of your country remain unaffected. Nothing on this page, or elsewhere on this site, requires you to use arbitration, prevents you from going to court, or stops you from taking part in collective proceedings available to you.

The Terms of Sale are governed by the law of the seller’s place of business, without removing the mandatory protections of the country where you live. Depending on the law that applies, you may be able to bring proceedings in the courts of that country.

10. Related pages

You may find an answer more quickly in the Refund Policy, which covers refunds, cancellations and returns; the Delivery Policy, which covers delays and failed deliveries; Product Information and Allergens, which explains what the products may look like; and the Acceptable Use and Gifting Policy, which explains how to report misuse.

11. Records of complaints

Messages you send us stay in our mailbox and are outside the automatic 30-day erasure of order data. We use them to deal with your complaint and any follow-up. You can ask us to delete them at any time, and we will do so unless we need them for an open matter or a legal claim. The Privacy Policy gives more detail.