If something goes wrong, or you disagree with one of our decisions, this page explains how to tell us.
How to make a complaint
- Tell us through the Contact page.
- Give your order number or TrxID, what went wrong, and screenshots.
- For a copyright complaint, use the Copyright Complaints form.
How quickly we respond
- We acknowledge your complaint within 2 working days of receiving it.
- A decision usually within 7 working days [set the time frame]. If the case is complex, we will tell you the reason for the delay.
Appeals (against a strike, suspension or design rejection)
Appeal within 7 days of learning of the decision [appeal email/contact]. Include evidence:
- source files with layers (PSD, AI, CDR, etc.);
- screenshots taken while you were working on it;
- licenses for the fonts and images used.
If you do not provide evidence, we will judge the appeal on your statement alone, which may be weak.
Possible outcomes
- Overturned: the strike or suspension is lifted.
- Upheld: the original decision stands.
- Partly upheld: for example, the strike stays but the penalty is reduced, or one design is restored but another is not.
After an appeal, our decision is final on our side.
What happens next
Even after our final internal decision, you may still seek remedy under the law and in the courts of Bangladesh (Terms of Use). As a buyer, you may also contact the relevant consumer-rights authority. [check this with a lawyer]
Related pages
Refund Policy, Designer Terms (strikes), Payout Policy, Community Guidelines.