Complaints & Disputes Policy

Stage 1 — Tell support

Use live chat or email support@geardropmania.co.uk with your order reference. Most issues — a late trade, a wrong item, a booster who has gone quiet — are resolved the same day.

Stage 2 — Formal complaint

Email legal@geardropmania.co.uk with "Formal complaint" in the subject. We acknowledge within 2 working days, give you a named handler, and send a written outcome within 15 working days. Complex cases can take longer, and we will always tell you why and when to expect a reply.

Stage 3 — Review by the director

If you disagree with the outcome you may ask for a review. The review is carried out by our director, Kmieczyk Karolina, and completed within 20 working days.

Stage 4 — Independent resolution

• Alternative dispute resolution: after 8 weeks, or if we deadlock earlier, you may refer the dispute to an approved ADR provider. We will name the provider in our final response.
• Consumer advice: Citizens Advice consumer helpline on 0808 223 1133; reports are passed to Trading Standards.
• Payment routes: your card issuer's chargeback scheme, or Section 75 of the Consumer Credit Act 1974 for credit-card purchases over £100.
• Data protection complaints: the Information Commissioner's Office at ico.org.uk.
• Court: you retain the right to bring a claim in the courts at any time.

Our record

We log every complaint, review themes quarterly and publish a summary of the changes we make as a result in our seller newsletter.