01Who We Are

gorillaskins.store is operated by GOLDEN CRATE LTD, registered in England and Wales under company number 17435500, with its registered office at Suite 7049, 128 Aldersgate Street, Barbican, London, England, EC1A 4AE.

02What You Can Complain About

You can complain about anything related to our website or service, including:

• an order, a delivery or a trade offer;
• a refund decision;
• the way our support team handled your request;
• how we use your personal data.

If you simply need help with an order, contact our support team first. Most issues are solved quickly without a formal complaint.

03How To Make A Complaint

You can reach us 24/7 in any of these ways:

• by e-mail to info@gorillaskins.store, with "Complaint" in the subject line;
• through the contact form on our website;
• by post to GOLDEN CRATE LTD, Suite 7049, 128 Aldersgate Street, Barbican, London, England, EC1A 4AE.

To help us deal with it quickly, please include:

• your name and the e-mail address linked to your account or order;
• your order number, if the complaint is about an order;
• a clear description of what went wrong and when;
• any screenshots or other evidence, such as trade offer details;
• what you would like us to do to put things right.

04What Happens Next

1. Acknowledgement. We confirm we have received your complaint within 2 business days and tell you who is handling it.
2. Investigation. We look into it fairly and carefully, check the order and delivery records and may ask you for more information.
3. Our answer. We aim to send you a full written answer within 14 days. It explains what we found, what we have decided and, where appropriate, how we will put things right, for example with a refund in line with our Refund Policy.

If we need more time, for example because we are waiting for information from you or from Steam, we tell you why and when you can expect our answer. We will send our final response no later than 8 weeks after receiving your complaint.

05Escalating Your Complaint

If you are not satisfied with our answer, reply to our e-mail and explain why. Your complaint will then be reviewed by a director of GOLDEN CRATE LTD who was not involved in the original decision. The director sends you our final response, normally within 14 days of your request.

06If You Are Still Not Satisfied

If our final response does not resolve the issue, you can take it further:

• UK customers can get free, independent advice from the Citizens Advice consumer service, which can also refer cases to Trading Standards.
• EU customers can contact the European Consumer Centre in their country for free advice on cross-border purchases.
• Alternative dispute resolution. If we cannot settle your complaint, our final response will tell you whether we agree to use a certified alternative dispute resolution (ADR) provider and give you its details.
• Your card provider may also be able to help, for example through a chargeback, once you have tried to resolve the issue with us.
• Personal data. If your complaint is about how we handle your personal data, you can complain to the Information Commissioner's Office (ICO), as explained in our Privacy Policy.

Using our complaints process does not stop you from taking any other action available to you under the law, including going to court.

07Our Commitments

• We treat every complaint seriously, politely and free of charge.
• We keep you informed about the progress of your complaint.
• We handle the information you give us confidentially and only use it to deal with your complaint and improve our service.
• We never treat you differently because you made a complaint.

We ask that you treat our team with respect in return. We may stop replying to messages that are abusive or threatening.

08Extra Support

If you need us to communicate with you in a particular way, or you need more time because of your circumstances, tell us when you contact us and we will do our best to help.

09Complaints About Steam Or Valve

GorillaSkins is not affiliated with Valve Corporation. We cannot resolve problems with Steam itself, such as trade holds, account restrictions or Steam outages. These should be raised with Steam Support. We will still help where we can if such an issue affects an order you placed with us.

10Your Statutory Rights

This policy does not affect your rights under the Consumer Rights Act 2015 or under the consumer laws of the country where you live.

11Contact Us

For any question about this policy, e-mail info@gorillaskins.store or use our contact form.