Who we are
Bookish Badger is a trading name. In this document “we”, “us” and “our” mean the person or business named as the seller in the Business details of our Terms of sale, Returns, Privacy notice and Contact us pages, trading as Bookish Badger. Those pages give the seller’s name, geographic address and, where they apply, company and VAT details. Every page gives our email addresses. We take complaints seriously and use them to put things right and improve.
What you can complain about
Anything about our books, orders, delivery or refunds; the Site; how we have treated you; our handling of your personal data; content on the Site, or a decision we made about content or your account; and how we meet our legal duties, including our online safety duties. You can ask us to look at a moderation decision again, as our Community guidelines explain, but that is a courtesy and we need not change the decision. For copyright and other legal complaints about content, see Copyright and legal complaints.
How to complain
Email our support address in the Business details, or write to the address on our Contact us page. Please include your name, how we can contact you, any order reference, what happened, and what you would like us to do. Do not include passwords, card details or private links. If you need an adjustment to make a complaint, for example a different format, tell us.
A complaint is separate from your legal rights. You do not need to complain first to cancel an order or to ask us to put right a faulty item.
What happens next
We acknowledge your complaint within 3 working days. We look into it, and aim to give you a full written answer within 14 days. If we need longer, we tell you why and when you will hear from us. Our answer explains what we found, what we will do and, where relevant, the refund or remedy we are offering.
If you are not satisfied, reply to say why and we will reconsider. We then give you our final response in writing.
If we cannot agree
Our final response gives the name and website of a certified alternative dispute resolution (ADR) provider that could consider your complaint, and tells you whether we agree to use it. Using ADR is optional and does not affect your right to go to court, including the small claims procedure.
Free, independent consumer advice is available from Citizens Advice (England and Wales), Advice Direct Scotland and Consumerline (Northern Ireland).
If your complaint is about personal data, you can complain to the Information Commissioner’s Office at ico.org.uk/make-a-complaint. Ofcom does not resolve individual complaints about content, but you can tell it about concerns with how online services protect users.