Complaints & Dispute Resolution Policy

Effective Date: 24 August 2026
Last Updated: 26 September 2026

At Connie M Personal Shopper, we value our customers and aim to resolve concerns fairly, efficiently and professionally.

This policy provides a clear process for customers who wish to raise a complaint or dispute relating to an order, product, payment, delivery or service.

Nothing in this policy limits any rights or remedies available to customers under applicable South African law, including the Consumer Protection Act 68 of 2008.

1. Our Commitment

We aim to:

Listen to customer concerns;
Investigate complaints fairly;
Communicate clearly;
Resolve genuine issues as efficiently as reasonably possible; and
Treat customers respectfully throughout the complaint process.

We also ask customers to communicate respectfully with us while a matter is being investigated.

2. What Can Be Reported?

Customers may contact us regarding concerns including:

Incorrect products;
Defective products;
Size or exchange concerns;
Payment issues;
Refund concerns;
Delivery problems;
Missing or damaged parcels;
Pre-order concerns;
Product availability;
Customer service concerns; or
Other issues relating to a Connie M Personal Shopper transaction.

3. How to Submit a Complaint

Customers may submit complaints through either of our official channels:

Email: conniempersonalshopper@gmail.com
WhatsApp: +27 62 658 6229

For more complex or formal disputes, customers may be asked to submit their complaint by email so that the matter can be properly recorded and investigated.

4. Information to Include

To help us investigate a complaint efficiently, customers should provide, where applicable:

Full name;
Order number;
Contact details;
Date of purchase;
Product involved;
Description of the issue;
Proof of payment;
Photographs or videos;
Courier tracking information;
Relevant screenshots or correspondence; and
The resolution the customer is requesting.

Customers should provide accurate information and supporting evidence where reasonably available.

5. Acknowledgement of Complaints

We aim to acknowledge complaints within 1–2 working days of receiving them.

The acknowledgement may confirm:

That the complaint has been received;
The information required to investigate it;
The next steps; and
An estimated timeframe for further communication where appropriate.

Acknowledgement does not necessarily mean that the complaint has been accepted or that a particular remedy will be provided.

6. Investigation Process

Depending on the nature of the complaint, Connie M Personal Shopper may:

Review the customer’s order;
Verify payment records;
Review courier tracking information;
Contact the relevant supplier;
Assess photographs or videos;
Inspect returned products;
Review relevant communication;
Verify product availability; or
Obtain information from relevant service providers.

Customers may be asked to provide additional information where necessary.

7. Complaint Resolution Timeframe

We aim to resolve complaints within approximately 5–10 working days, depending on the complexity of the matter.

Some complaints may take longer where we need information or action from:

A supplier;
A courier company;
A payment provider;
A manufacturer;
A warranty provider; or
Another third party.

Where a matter is taking longer than expected, we will keep the customer reasonably informed.

8. Possible Outcomes

Depending on the circumstances and applicable law, a complaint may result in:

An exchange;
A replacement;
Repair or warranty assistance;
A refund;
Credit or an alternative resolution;
A courier investigation;
Correction of an order;
Additional information being provided; or
Confirmation that no further action is required.

The appropriate remedy will depend on the circumstances of the complaint, applicable policies, supplier requirements and applicable South African law.

9. Escalation to Management

If a customer is dissatisfied with the initial response, they may request that the matter be escalated to the owner of Connie M Personal Shopper for further review.

The customer should clearly explain why they remain dissatisfied and provide any additional information they believe should be considered. The owner will review the matter and communicate the outcome to the customer.

10. External Dispute Resolution

Customers retain their right to seek assistance from an appropriate external body, such as the National Consumer Commission or the Consumer Goods and Services Ombud, where applicable.

Nothing in this policy prevents a customer from exercising any legal or statutory right available to them under South African law.

Where appropriate, Connie M Personal Shopper will cooperate with legitimate external investigations or dispute-resolution processes.

11. Public Complaints and Social Media

We understand that customers may choose to share their experiences publicly, including through social media and online reviews.

However, where a customer has a complaint, we strongly encourage them to give Connie M Personal Shopper a reasonable opportunity to investigate and resolve the matter before publishing personal information, allegations or disputed transaction details publicly.

Customers should avoid publishing confidential information, including:

Order information;
Telephone numbers;
Delivery addresses;
Payment information;
Personal correspondence; or
Information belonging to another person.

We will not ask customers to remove legitimate reviews or prevent customers from exercising their lawful right to share their experiences. Our goal is simply to encourage customers to contact us first so that genuine issues can be addressed as quickly as possible.

12. False or Misleading Public Statements

Customers are expected to communicate truthfully when discussing a dispute with Connie M Personal Shopper.

Where a public statement contains demonstrably false, fraudulent or misleading information, Connie M Personal Shopper reserves the right to take appropriate steps available under applicable law.

Nothing in this section prevents customers from making genuine complaints, providing honest reviews or exercising their legal rights.

13. Abusive or Threatening Communication

We understand that customers may become frustrated when dealing with an order issue. However, abusive, threatening, discriminatory or harassing communication will not be tolerated.

Where communication becomes abusive or threatening, Connie M Personal Shopper may:

Request that communication remain respectful;
Move the matter to written communication;
Limit communication to the information necessary to resolve the complaint; or
Discontinue engagement with abusive communication where reasonably necessary.

This does not prevent us from addressing a legitimate underlying complaint.

14. Fraudulent Complaints

Connie M Personal Shopper reserves the right to investigate complaints where there are reasonable concerns that information or evidence has been deliberately falsified.

This may include situations involving:

False claims of non-delivery;
Altered payment evidence;
Misrepresentation of product condition;
Fraudulent refund claims; or
Other deliberately misleading information.

Where appropriate, relevant information may be provided to payment providers, courier companies or the appropriate authorities.

15. Complaint Records

We may keep records of customer complaints and their resolution for purposes including:

Improving our services;
Managing disputes;
Preventing fraud;
Meeting legal requirements;
Maintaining business records; and
Identifying recurring operational problems.

Personal information contained in complaint records will be handled in accordance with our Privacy Policy.

16. Customer Responsibility

Customers are expected to:

Provide accurate information;
Provide relevant evidence where available;
Respond to reasonable requests for additional information;
Follow return or exchange instructions;
Allow reasonable time for an investigation; and
Communicate respectfully.

Failure to provide required information may delay the investigation or prevent us from properly assessing the complaint.

17. Complaints Involving Third Parties

Some complaints may involve third-party service providers, including:

Courier companies;
Payment providers;
Suppliers;
Manufacturers; or
Warranty providers.

Where appropriate, Connie M Personal Shopper may need to refer the matter to the relevant third party or coordinate with them to investigate the complaint. We will reasonably assist the customer where appropriate.

18. Consumer Rights

This policy sets out our internal complaint-handling process.

Nothing in this policy is intended to exclude, restrict or waive any consumer right that cannot legally be excluded under South African law.

Where applicable legislation gives a customer a specific right or remedy, that right will take precedence over any inconsistent provision of this policy.