Complaints Procedure

We always want you to feel properly looked after. If something has gone wrong, or you are unhappy with any part of your experience with Peep, please let us know so we can look into it and put things right where we can.

How to Make a Complaint

Please email us at hello@peepeyewear.co.uk with the subject line Complaint.

To help us investigate, please include your name, order number (if you have one), and a clear explanation of what has happened.

What Happens Next

  • We will acknowledge your complaint as soon as reasonably possible.
  • We will review the details and may contact you for more information.
  • We will aim to provide a clear response within 10 working days.
  • If we need more time, we will let you know and explain why.

Data Protection Complaints

If your complaint is about how we have collected, stored, used or shared your personal information, please use the subject line Data Protection Complaint.

We will acknowledge data protection complaints as soon as reasonably possible and no later than 30 days after receiving them.

If you remain unhappy with our response, you have the right to raise your concern with the Information Commissioner's Office (ICO).

Our Aim

We handle complaints fairly, calmly and carefully. We will always try to understand what has happened, explain our position clearly, and offer a fair outcome where appropriate.