Free delivery over €75.00 30-day right of withdrawal, return postage paid Prices include 23% VAT — no surprises at checkout

Complaints and dispute resolution

How to complain, how long we take, and what to do if our answer is not good enough.

Last updated 20 August 2026

Complain to us first — it is usually the fastest route

E-mail support@ideal-commerce.example with your order number and what went wrong. You will get:

  • an acknowledgement within one working day, from a person, with a reference;
  • a substantive answer within 14 days;
  • if we need longer, an explanation of why and a date by which you will hear back.

You do not need to have kept the packaging, the label, or anything else. Your order number is enough, and if you have lost that we can find the order from the e-mail address you used.

If our answer is not good enough

Alternative dispute resolution (ADR)

We participate in alternative dispute resolution under Directive 2013/11/EU. ADR is free to you, is conducted in writing, and does not require a lawyer. Nothing about it takes away your right to go to court instead or afterwards.

Competent body for consumers resident in Ireland: Competition and Consumer Protection Commission, Bloom House, Railway Street, Dublin 1, Ireland — ccpc.ie.

Consumers resident elsewhere in the EU may use the ADR body designated in their own member state. Your national list is published by the European Commission.

The European Consumer Centre

If you bought from us from another EU country, the ECC-Net will help you for free, in your own language: eccireland.ie or the ECC in your own country.

A note on the ODR platform. The European Commission’s online dispute resolution platform ceased operating on 20 July 2025 under Regulation (EU) 2024/3228, and the obligation to link to it was repealed with it. Many shops still carry a dead link to it; we do not, and we mention it here only because a missing ODR link is often mistaken for non-compliance when the opposite is now true.

Going to court

You can bring proceedings against us in the courts of the EU member state where you are habitually resident (Article 18(1) of Regulation (EU) No 1215/2012), and we may sue you only there (Article 18(2)). Our choice of Irish law in the terms does not deprive you of the protection of the mandatory consumer-law rules of your own country.

Reporting something rather than claiming

If you think something on this site breaks consumer law but you are not making a claim, tell us anyway — support@ideal-commerce.example. This storefront exists to be an example of getting it right, so a report that we have got something wrong is genuinely useful.