My customer has a complaint, what should I do?

It’s of course unfortunate when a customer is not satisfied.
At Promio, we are happy to assist you with complaints related to undelivered or defective products.

How does it work?

Customers contact you
As a webshop owner, you are the first point of contact for your customers. They will inform you if an order does not meet their expectations.

Reporting damage to Promio

Complaints about damaged or defective products can be submitted to us.
For defective items, please include clear photos:

• Photo of the outer packaging, including the shipping label
• Photo of any protective material (for example, for mugs)
• Photo of the damage or defect itself

With this information, we will file a claim with the carrier and arrange an identical reprint of the product.
Please note: no changes to the design or product can be made for the reprint.

Undelivered orders

If an order has not arrived, we will start an investigation with the carrier.
This investigation usually takes up to 5 working days.
As soon as we receive a response from the carrier, we will contact you immediately to discuss the outcome and next steps.

Tip:

You can already check a few things with the customer before or during the investigation:

• Did the customer enter the correct address when placing the order?
• Has the order been delivered to a neighbor or left in a safe place around the house?

Other complaints

Complaints not directly related to delivery or defects, such as receiving the wrong size or color, can also be reported to us along with a photo and the order number.
We will then review the situation and provide an appropriate solution.

Updated on: 03/07/2026