Daya’s Essence – Complaints Policy

At Daya’s Essence, I want you to love your home fragrances. As a small, independent business, I personally craft, pack, and ship your orders, and I care deeply about your experience. If something is not right, I want to fix it for you as quickly as possible.

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1. What This Policy Covers

This policy applies if you are unhappy with your wax melts, a delivery issue, or the service you received. Please note: Routine updates (like tracking a parcel) or standard item returns under my Daya's Essence Refund Policy are handled through normal customer care and are not treated as formal complaints. 

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2. How to Get in Touch

If you have a problem with an order, please contact me directly: Email: jo@dayasessence.co.uk Website: Via the Daya's Essence Contact Page To help me look into it immediately, please include: Your full name. Your order number. Details of the issue (and photos if an item arrived damaged or faulty)

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3. My Response Times

Because I run every part of this business myself, I process messages as fast as I can. I will acknowledge your complaint within 3 working days. I will fully investigate the issue and send you a final written solution or resolution within 10 working days.

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4. Data Protection

If your complaint relates to how your personal information is handled, I will review it in line with UK data laws as the registered data controller. I will acknowledge data queries within 30 days. If we cannot reach a solution, you have the right to contact the Information Commissioner’s Office (ICO). 

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