Complaints And Feedback

Tell Us What Went Wrong

Something we got wrong gets fixed, and something you think we could do better gets read. Both reach the same small team, and both get a reply from a named person rather than a reference number.

File A Complaint

Use this when an order or a service has gone wrong and you need it put right. Include your order number and we can start work straight away.

Your order number
The date the problem happened
Which title or titles are affected
Photographs, if anything arrived damaged
The outcome you would like

Start A Complaint

Share Feedback

Use this for a suggestion, a title you want us to stock, a problem with the site, or to tell us when something went right.

What prompted you to write
Which part of the service it concerns
What you would change, if anything
A title you would like us to carry
Whether you have ordered before

Send Feedback

What People Usually Write About

Naming the category in your subject line saves a round of questions. These are the ones that come up most.

Damaged Or Defective Issue

Wrong Item Received

Missing From The Parcel

Late Delivery

Order Never Arrived

Print Or Quality Problem

Subscription Not Running

Billing Or Payment

Service You Were Unhappy With

Something Else Entirely

The Process

How We Handle A Complaint

Four stages, and you hear from us at each one. Nothing sits waiting for you to chase it.

We Acknowledge It

You get a reply confirming we have your complaint, who is handling it, and what we still need from you.

Within 24 Hours
We Investigate

We check the order record, the dispatch note and the carrier tracking. If we need photographs or more detail, we ask once and clearly.

1 To 2 Working Days
We Decide And Tell You Why

Replacement, refund or explanation, set against our returns and refunds policy. You get the reasoning, not only the outcome.

Within 5 Working Days
We Act, Then Check Back

The replacement ships or the refund goes through, and we follow up afterwards to confirm it actually landed.

Same Week

Timings

What To Expect And When

Working days are Monday to Friday. Anything arriving over a weekend is picked up on the Monday.

Stage	Our Commitment
First reply to a complaint	Within 24 hours
Straightforward cases resolved	Within 5 working days
Complex cases, such as a lost parcel investigation	Up to 7 working days
Feedback acknowledged	Within 3 working days
Escalated to the founder	Within 2 working days of asking

Escalation

If You Are Not Satisfied

Reply on the same email thread and ask for the case to be escalated. It goes to Nicole directly. Tell us what outcome you were expecting and why the one you were offered does not settle it, and you will hear back within two working days.

Nothing on this page limits your statutory consumer rights. If you paid by card or through PayPal you also keep whatever buyer protection those providers offer, and you are free to use it at any point.

Complaint records are kept only for as long as we need them to resolve the case and to meet our record keeping obligations. What we store and why is set out in our privacy policy.

Where Feedback Goes

What Happens To What You Send

Feedback is read as it arrives and gathered for a monthly review. It informs which titles go on the shelf, how orders are packed and what changes on the site. If a suggestion of yours gets used, we will tell you.

Returns And Refunds

What is covered, the reporting window and how refunds are paid.

Shipping And Delivery

Destinations, timings and when a parcel counts as delayed.

Terms And Conditions

The terms your order was placed under.

Privacy Policy

What we hold, why we hold it and how to ask us to delete it.

Questions

Before You Write

What Is The Difference Between A Complaint And Feedback?

A complaint concerns something that went wrong with your order or your service and needs putting right: a damaged issue, a late parcel, a charge you did not expect. Feedback is everything else, from a suggestion to a title request to telling us something worked well. Both are read by the same team, but complaints carry a resolution deadline and feedback does not.

How Quickly Will I Hear Back?

A complaint gets a first reply within 24 hours on working days, and most are resolved within five working days. Something that needs a carrier investigation can take up to seven. Feedback is acknowledged within three working days.

My Magazine Arrived Damaged. What Do I Do?

Photograph the damage before you do anything else, including the outer packaging, because that tells us whether it happened in transit or before dispatch. Then email us with your order number and those photographs attached. Replacement or refund is arranged under the returns and refunds policy.

Can I Ask For A Refund Here?

Yes, when the refund is the resolution to a complaint, such as a damaged issue or an order that never arrived. Say so in your message and we will treat it as the outcome you are asking for. General returns that are not the result of a problem are handled under the returns policy instead.

My Order Has Not Arrived. Is That A Complaint Yet?

Check the tracking page first, since international parcels often sit at a customs stage without moving for several days. If tracking has not updated past the expected delivery window shown on the shipping page, then yes, open a complaint and we will start a carrier investigation.

Is What I Send Kept Private?

Your details are used to resolve your case and for nothing else. We do not pass them to third parties for marketing. If we ever want to quote your feedback publicly we will ask you first, and a no is the end of it. Full detail is in the privacy policy.

What If The Outcome Does Not Settle It?

Ask for it to be escalated on the same thread and it goes to Nicole, with a reply inside two working days. Your statutory rights and any card or PayPal buyer protection stay available to you throughout, and using them does not affect how we handle your case.

Can I Complain Anonymously?

You can, and we will still look into anything serious. Be aware that without contact details we cannot arrange a refund, send a replacement or tell you what we found, so a named complaint is almost always the better route for you.

Prefer Another Route?

Email is the fastest way in because it carries your order number and any photographs. The phone works too, and the office address is here for anything that has to go on paper.

Email info.noodlemagaziney@gmail.com

Phone +1 341 188 0757

Post 985 Lexington Avenue
New York, NY 10021

A complaint is a customer giving you one more chance. We would rather have it than a silent exit.