If something has gone wrong, or you believe it has, this page explains exactly what steps to take, who reviews it, how long we take, and where to turn if our response does not meet your expectations. No form to complete, no ticket number required.
Send an email to info@eulabelcompliance.com with the word complaint in the subject line, or call +420 775 397 884 Monday to Friday, 9:00–18:00 CET. Complaints in any language we support — English, Italian, Spanish — are accepted; for other languages, we translate and respond in your language.
You do not need to explicitly state the word "complaint" for us to treat your message as one. If you indicate that something we produced is incorrect, it will be logged as a complaint regardless of terminology used.
The more details you provide, the quicker we can resolve the issue:
If any information is missing, we will request it once, in a single message, listing all required details rather than asking multiple times.
| Step | Timeframe |
|---|---|
| Acknowledgement from a human representative | 1 business day |
| Response to label or file inquiries | 3 business days |
| Response regarding billing, VAT, or refunds | 5 business days |
| Complex cases involving third parties (printer, payment provider, authority) | 15 business days, with written updates every 5 days |
| Maximum timeframe before escalation to statutory authority | 30 calendar days |
If we fail to meet any of these timeframes, you are entitled to raise the issue, and the case will automatically escalate to the next level under section 4.
First level. The individual who prepared your files or processed your order. Most issues are resolved here, typically due to missing information or misunderstandings about the scope of the packaging.
Second level. If unsatisfied, reply indicating so. The case is then reviewed by the statutory body of Europe Services SE, who is not the original handler and has authority to override the initial response.
Third level. Any matter involving signatures by REP27 LTD (United Kingdom) or Goldman Services INC (Canada) is addressed directly by the signing entity, with Europe Services SE copied in, ensuring no transfer between entities.
Depending on the nature of the issue: reissue the artwork free of charge and immediately; correct the public record and date the correction; extend your subscription; refund the market concerned, in full or in part; or, where reprinting is necessary and the error was ours, contribute to the reprint costs up to the amount paid for that market during the current period.
We do not cover consequential damages — such as lost sales, blocked listings, or detained shipments — as outlined in the terms of service. If you believe this limit is unfair in your case, please inform us, and the second level will review it specifically.
Provide the file and photograph. We compare the delivered file against the approved product record. Two common outcomes are handled differently:
If a market surveillance authority or marketplace has identified an issue, please send us their exact wording. This typically specifies the problematic block, saving valuable time.
If there is an incorrect amount, VAT treatment, duplicate charge, or a renewal you intended to cancel, contact us before disputing the charge with your bank. We can process refunds or issue credit notes within a few business days, whereas a chargeback may delay resolution and terminate your subscription.
If a VAT number is validated via VIES after payment, we will issue a credit note for the VAT. If the number was invalid, the tax remains due and cannot be refunded.
Any concerns regarding our handling of personal data — access, correction, erasure, or unsatisfactory responses — should be directed to the privacy notice. We respond within one month, as required by article 12 GDPR, and will inform you if a complex request requires an extension of up to two months.
You may also contact a supervisory authority directly: see section 9.
For consumer disputes, the European Commission's online dispute resolution platform is available at ec.europa.eu/consumers/odr. The Czech authority for out-of-court settlement is the Czech Trade Inspection Authority (Česká obchodní inspekce), Štěpánská 15, 120 00 Praha 2, coi.cz. For data protection issues, contact the Office for Personal Data Protection (Úřad pro ochranu osobních údajů), Pplk. Sochora 27, 170 00 Praha 7, uoou.cz, or the authority of your resident or workplace member state.
For packs signed by REP27 LTD: Citizens Advice consumer service and the Information Commissioner's Office (ico.org.uk) for data protection.
For packs signed by Goldman Services INC: the Competition Bureau for labelling and marketing claims, your provincial consumer protection office, and the Office of the Privacy Commissioner of Canada (priv.gc.ca).
None of these bodies replaces the courts specified in the terms of service, and pursuing a complaint with them does not preclude you from contacting us simultaneously.
All complaints are recorded with date, market, cause, and outcome, and retained for 24 months. We review these logs quarterly to identify recurring issues, as the most cost-effective complaint is the one that does not recur. Access to this data is restricted to the three companies unless legally required otherwise.
Europe Services SE · Na Čečeličce 425/4, Smíchov, 150 00 Praha 5, Czech Republic · IČO 03571785
REP27 LTD · Unit 82a James Carter Road, Mildenhall, Suffolk IP28 7DE, United Kingdom · company number 17385889
Goldman Services INC · 175 West Beaver Creek Rd, Unit 10, Richmond Hill, ON L4B 3M1, Canada
info@eulabelcompliance.com · +420 775 397 884 · +1 438 900 4620
EU Label Compliance