Complaints Policy
Last updated: August 2026
Our commitment
We take complaints seriously and aim to resolve them quickly and fairly. This policy explains how to complain and what you can expect from us.
How to complain
Email hello@wanderlustwonderer.com with the subject line Complaint, describing your concern. Include your contact details so we can respond to you. You do not need an account to make a complaint.
What happens next
We acknowledge every complaint within 2 business days and aim to provide a full response within 5 business days. Complaints relating to content consent, age, or legality are prioritised and actioned immediately.
Billing complaints
Complaints about charges should include the date and amount of the transaction. Complaints about unauthorised charges should also be raised with your bank or card issuer, and with our payment processor via the billing support details shown at checkout and on your statement.
Escalation
If you are not satisfied with our response, reply to our decision and your complaint will be reviewed again by the company director. Where your complaint relates to a payment, you may also escalate to our payment processor's consumer support service.