Complaints & Dispute Resolution
Last updated: October 2026
We want every customer to be happy with Olapen. If something goes wrong, please tell us and we'll do our best to put it right quickly and fairly. This page explains how to raise a complaint and what you can do if we can't resolve it together.
Who we are
Olapen is the trading name of a sole trader based in the United Kingdom.
Correspondence address: 82 King Street, Manchester, M2 4WQ, United Kingdom
Email: support@olapen.com
Telephone: +44 7498 374869 (Monday to Friday, 9am–5pm UK time)
Step 1: Contact us
Most issues, such as a late delivery, a faulty item or a refund question, can be sorted quickly. Email support@olapen.com with:
- your name and order number
- a clear description of the problem
- what you'd like us to do to put it right
- any photos, videos or documents that help
We aim to reply within 1–2 business days.
Step 2: Formal complaint
If you're not happy with our first response, reply with "Formal complaint" in the subject line. The owner of the business will review your complaint personally. We'll acknowledge it within 2 business days and aim to give you a full written response within 14 days. If we need longer, for example because we're waiting to hear from a delivery carrier, we'll tell you why and when to expect an answer.
Step 3: If we can't agree
If we haven't been able to resolve your complaint, you still have options:
- Citizens Advice (UK): free, impartial advice on your consumer rights. Call the consumer helpline on 0808 223 1133 or visit citizensadvice.org.uk.
- Your card provider: if you paid by card, you may be able to ask your bank for a chargeback, or make a claim under Section 75 of the Consumer Credit Act 1974 if you paid by credit card and the item cost over £100.
- European Consumer Centres (EU): if you live in the EU, your local European Consumer Centre can give free advice on cross-border purchases. Find yours at eccnet.eu.
- Courts: as a last resort, you can bring a claim in court. In England and Wales, smaller claims can be made online through Money Claim Online.
Alternative dispute resolution (ADR): we're not currently a member of an ADR scheme, and we aren't obliged to use one. If you'd like to suggest one, let us know and we'll consider it.
Payment disputes
If you're thinking about raising a dispute with your bank or card provider, please contact us first. It's usually much quicker for us to sort things out directly, and we'll always refund you if you're entitled to it.
Governing law
Our terms are governed by the laws of England and Wales. If you live elsewhere in the UK or in another country, you may also rely on the mandatory consumer protection laws where you live, and bring a claim in your local courts.
Your statutory rights
Nothing on this page affects your legal rights, including your rights under the Consumer Rights Act 2015. See also our Returns & Refunds Policy, Order Cancellation Policy and Guarantee & Warranty.