Complaints & Dispute Resolution

Last updated: 25 July 2026

We want every Ariadné order to be a pleasure from start to finish. If something has gone wrong, this page explains how to tell us, what happens next, how quickly we respond, and what your options are if we cannot put things right between us.

1. How to raise a complaint

Please contact our customer support team first — we resolve the vast majority of issues directly and quickly.

• Email: support@theariadne.com (preferred — please include your order number, e.g. AR12345)
• Phone: +1-936-243-1396
• Contact form: theariadne.com/pages/contact

Our support hours are Monday to Friday, 9:00 AM – 6:00 PM (UK time).

2. What to include

• Your order number and the name and email address used on the order
• A short description of the problem
• For damaged, faulty or incorrect items: clear photographs of the item and, if possible, the packaging
• What outcome you are looking for (e.g. replacement, refund, exchange)

3. What happens next and how long it takes

• We acknowledge every complaint within 2 working days and give you a reference.
• We aim to give you a full response, or a resolution, within 5 working days; where we need to check with our shipping or fulfilment partners, we will keep you updated and resolve most cases within 14 working days.
• Approved refunds are always returned to your original payment method and usually appear within 3–5 working days of being processed (your bank or card issuer may take a little longer to display it).
• Our remedies include replacement, repair, exchange, partial or full refund, depending on the issue — and nothing here limits your statutory rights.

4. Returns, refunds and cancellations

Our full policies are published here:

• Refunds and Returns Policy — 30-day return window on most products; how to start a return via our Return Request Form
• Shipping Policy
• Terms and Conditions

Orders that have not yet shipped can usually be cancelled — email us as soon as possible. Once an order has shipped it cannot be intercepted, but returnable items can be returned after delivery in line with our Returns Policy.

5. If you are not satisfied with our response — escalation

If you feel your complaint has not been resolved, reply to your support ticket and ask for it to be escalated. A senior member of the team will review the full case and give you a final written response. We aim to complete this review within 14 working days.

6. Payment disputes and chargebacks

Before opening a dispute with your bank, card issuer, PayPal or another payment provider, please contact us first — we can usually resolve the matter faster and without the dispute process. If you do open a payment dispute, we will respond to it in good faith and will still continue to work with you directly.

7. Alternative dispute resolution (out-of-court options)

United Kingdom. If we are unable to resolve your complaint through the steps above, we will tell you so in writing (by email), and will at that point name an accredited alternative dispute resolution (ADR) provider relevant to retail purchases and state whether we are willing to take part in its procedure, as required by the Digital Markets, Competition and Consumers Act 2024. Participation in retail ADR is voluntary; we consider each request on its merits. You also retain the right to bring a claim in the courts.

European Union. We are not obliged to, and do not currently, participate in dispute resolution proceedings before a consumer dispute resolution body. The European Commission's Consumer Redress Portal lists recognised ADR entities in each Member State and explains how to contact them; you may also contact your national consumer advice body or the European Consumer Centre in your country, and you retain the right to bring a claim before the courts of your country of residence. (The former EU Online Dispute Resolution platform was discontinued on 20 July 2025.)

Deutschland. Wir sind nicht bereit und nicht verpflichtet, an Streitbeilegungsverfahren vor einer Verbraucherschlichtungsstelle teilzunehmen. Beschwerden richten Sie bitte an support@theariadne.com; wir bemühen uns stets um eine einvernehmliche Lösung.

Other countries (USA, Canada, Australia and elsewhere). Please follow the complaints steps above. Nothing on this page limits any rights you have under the consumer protection laws of the country where you live.

8. Who you are dealing with

theariadne.com is operated by Dextren Nexus Ltd, United Kingdom — Company number 15412167 — VAT GB490257972. See our Imprint.