Last updated: 17 August 2026

How to complain: email contactform@prestigeskins.store. We will acknowledge within 2 Business Days and aim to give you a full answer within 10 Business Days. If you are not satisfied, you can escalate — and if we still cannot agree, section 7 explains the independent options open to you.

1. Our commitment

1.1

DUVIAN LTD, trading as PrestigeSkins, wants every customer to be satisfied. When something goes wrong we would rather hear about it than not. A complaint tells us where our service has failed, and we treat it as information we need.

1.2

We will handle every complaint:

  • fairly — we will look at the facts and apply your legal rights properly, not defensively;
  • promptly — to the timescales in section 5;
  • transparently — we will tell you what we decided and why, in writing;
  • without cost — using this process is free, and we will never charge you for making a complaint;
  • without detriment — we will never suspend an account, refuse service, or treat you less favourably because you complained or because you exercised a legal right; and
  • confidentially — complaint records are handled in accordance with our Privacy Policy.

1.3

Making a complaint does not affect your legal rights, and it is not a precondition to exercising them. You may go to court, contact your card issuer, or complain to a regulator at any time, whether or not you have used this process.

2. What this Policy covers

2.1

This Policy applies to any expression of dissatisfaction about our products or our service, including complaints about:

  • an item that was not delivered, was delayed, or was delivered to the wrong account;
  • an item that was faulty, not as described, or not of satisfactory quality;
  • a refund or cancellation decision, or the way our Refund & Cancellation Policy was applied;
  • a payment, charge, price or currency issue;
  • an order being declined, held or cancelled, including by automated fraud screening;
  • suspension, restriction or closure of your account;
  • the accuracy of our website, item descriptions, images or pricing;
  • the conduct of a member of our team;
  • accessibility of the Site or of this process; or
  • how we have handled your personal data (see also clause 8).

2.2

Matters we cannot decide. Some things are genuinely outside our control, and we will say so honestly rather than pretend otherwise. These include: decisions by Valve Corporation about your Steam account, about trade holds, escrow periods or cooldowns, or about the game and its items; the conduct of third parties who are not our agents; and disputes between you and another Steam user. Where a complaint falls into this category we will explain the position, tell you who does have the ability to help, and assist you with any evidence we hold that could support your case with them.

2.3

This Policy does not cover abusive, threatening or discriminatory contact. See clause 9.4.

3. How to make a complaint

3.1

Contact point. Complaints should be sent by email to:

contactform@prestigeskins.store

This is our single contact point for complaints, notices and disputes. Formal legal documents may in addition be served at our registered address (see section 11), but please do not send routine correspondence there — it is a registered address only, is not staffed for customer service, and cannot receive visitors.

3.2

What to tell us. So that we can deal with your complaint quickly and without going back and forth, please include, so far as you are able:

  • (a) your order reference and the email address associated with your account;
  • (b) the date of the order or of the events complained about;
  • (c) the name of the item concerned;
  • (d) a clear description of what went wrong;
  • (e) any evidence — screenshots of the item in your Steam inventory or in the in-game inspect view, screenshots of the trade offer, copies of emails between us, or payment records; and
  • (f) what outcome you are looking for — for example a replacement, a refund, an explanation, or an apology.

3.3

Item (f) matters. Telling us what would put things right often lets us resolve a complaint at the first step.

3.4

If you do not have all of this, send us what you have. We will not refuse to look at a complaint because a form was incomplete, and we will ask for anything further we need.

3.5

Someone acting for you. You may ask a friend, relative or adviser to complain on your behalf. We will need your written authority — an email from your registered address confirming it is enough — before we discuss your personal data with them.

3.6

Language. We handle complaints in English. If you would find it easier to write in another language, tell us; we will do our best to accommodate you, but we may need to rely on translation and this may add to the timescales.

3.7

Accessibility and reasonable adjustments. If a disability or health condition makes any part of this process difficult, tell us and we will make reasonable adjustments — for example by allowing more time, accepting a complaint in a different format, or communicating in a different way. Just say what would help.

4. Our complaints procedure

4.1 Stage 1 — Investigation and first response

  • (a) We will acknowledge your complaint in writing within 2 Business Days of receiving it, confirming who is dealing with it and what happens next.
  • (b) We will investigate. This may involve reviewing your order and payment records, our Steam trade logs, our correspondence with you, and any evidence you have supplied. We may contact you for more information; if we do, please reply as promptly as you can, because the clock on our response may need to pause while we wait.
  • (c) We will send you a full written response within 10 Business Days of receiving your complaint and all information necessary to investigate it. That response will set out: what we found; the decision we have reached; the reasons for it, including any relevant legal rights; what (if anything) we will do to put it right and by when; and how to escalate if you remain dissatisfied.
  • (d) If we cannot respond fully within 10 Business Days, we will write to you before that deadline explaining why, telling you what we are still doing, and giving you a realistic revised date.

4.2 Stage 2 — Escalation and review

  • (a) If you are not satisfied with our Stage 1 response, you may escalate by replying to us within 20 Business Days, saying that you wish your complaint to be reviewed and explaining which parts of our response you disagree with and why.
  • (b) The review will be carried out by a director of DUVIAN LTD. Wherever practicable, the review will be conducted by someone other than the person who handled Stage 1. Where our size makes complete separation impossible, we will say so openly, and the reviewer will consider the matter afresh rather than simply confirming the earlier decision.
  • (c) We will acknowledge the escalation within 2 Business Days.
  • (d) We will issue our final response within 20 Business Days of the escalation. It will state clearly that it is our final response, give our reasons, and set out the independent options available to you under section 7.
  • (e) Our final response is sometimes called a “deadlock letter”. You may need it if you take the matter to an independent dispute resolution body.

4.3 Overall time limit

We will complete our internal process — Stage 1 and, if used, Stage 2 — within eight weeks of receiving your original complaint. If we have not resolved it by then, you may treat the matter as deadlocked and proceed under section 7 without waiting for us.

5. Summary of timescales

Step What happens Timescale
Acknowledgement We confirm receipt and who is handling it 2 Business Days
Stage 1 response Full written decision with reasons 10 Business Days
Holding response Where more time is genuinely needed, an explanation and a revised date Before the 10-Business-Day deadline
Escalation request You ask for a review, saying why you disagree 20 Business Days from our Stage 1 response
Stage 2 acknowledgement We confirm the review is under way 2 Business Days
Stage 2 final response Final decision, with reasons and escalation options 20 Business Days
Overall internal process From first complaint to final response No more than 8 weeks

“Business Day” means a day other than a Saturday, Sunday or public holiday in England when banks in London are open for business.

6. Possible outcomes

6.1

Depending on what we find, a complaint may result in any of the following, alone or in combination:

  • an explanation of what happened and why;
  • an apology;
  • completion of delivery, or the re-sending of a trade offer;
  • a replacement item matching the description you paid for;
  • a price reduction, which may be a reduction to zero;
  • a full or partial refund, in EUR to your original payment method;
  • reinstatement of an account or removal of a restriction;
  • correction of a website description, image or price;
  • compensation for foreseeable loss you have suffered as a result of our breach; or
  • a change to our processes so the same thing does not happen to someone else.

6.2

If we conclude that we got it right, we will say so plainly and explain the reasoning, rather than giving a vague answer. We will always tell you how to challenge that conclusion independently.

6.3

Where we offer something we are not legally obliged to offer, we will say that it is a goodwill gesture. A goodwill gesture is not an admission of liability and does not affect your statutory rights, which remain available to you whether or not you accept it.

7. If we cannot resolve your complaint

7.1 Alternative dispute resolution (ADR)

  • (a) Alternative dispute resolution is a way of settling a dispute using an independent third party instead of going to court. It is usually cheaper, quicker and less formal than legal proceedings.
  • (b) Under regulation 19 of the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, where we have been unable to resolve your complaint through our internal process, we must tell you the name and website address of a certified ADR body that would be competent to deal with it, and tell you whether we intend to use that body.
  • (c) Our position is as follows:

DUVIAN LTD does not currently subscribe to a certified ADR scheme and does not agree to submit disputes to ADR. This does not affect your statutory rights: you remain free to bring a claim in the courts of England and Wales, or in the courts of your country of residence where mandatory local consumer law gives you that right.

DUVIAN LTD does not currently subscribe to, and does not agree to submit disputes to, a certified alternative dispute resolution scheme. We state this plainly so that you are not misled into thinking that route is open. This does not limit your statutory rights: if we cannot resolve your complaint, you remain free to bring a claim in the courts of England and Wales, or in the courts of your country of residence where mandatory local consumer law gives you that right.

  • (d) ADR is voluntary for us unless we are a member of a scheme that binds us. It is never compulsory for you, and using it does not stop you going to court.
  • (e) A note on the EU ODR platform. Some older UK policies refer consumers to the European Commission’s Online Dispute Resolution platform. That route is not available: the United Kingdom ceased to participate in it following its withdrawal from the EU, and the platform itself has since closed. Please disregard any reference to it that you may see elsewhere.

7.2 Free independent advice

You can get free, impartial advice on your consumer rights, and help deciding what to do next, from:

  • Citizens Advice consumer service — https://www.citizensadvice.org.uk — consumer helpline 0808 223 1133. Citizens Advice can also refer matters to Trading Standards, which enforces consumer protection law.
  • Advice Direct Scotland (consumeradvice.scot), if you live in Scotland.
  • Consumerline (nidirect.gov.uk/consumerline), if you live in Northern Ireland.

7.3 Your bank or card issuer

If you paid by card, you may be able to ask your card issuer to reverse the payment (a chargeback), or, if you paid by credit card and the statutory conditions are met, to make a claim under section 75 of the Consumer Credit Act 1974. These are rights you hold against your bank, not against us, and this Policy does not affect them. Please see clause 11 of our Refund & Cancellation Policy — we ask only that you talk to us first, because we can usually resolve matters faster.

7.4 Court proceedings

You may bring a claim in court. Lower-value consumer claims are usually dealt with through the small claims track, which is designed to be used without a solicitor. If you are a consumer, you may bring proceedings in the courts of the country where you live, as explained in clause 23.3 of our Terms of Service.

7.5 Time limits

Legal claims are subject to statutory time limits — generally six years in England, Wales and Northern Ireland under the Limitation Act 1980, and five years in Scotland. Using our complaints process does not extend those limits, so do not delay taking advice if a deadline may be approaching.

8. Complaints about how we handle your personal data

8.1

If your complaint concerns our handling of your personal data, please raise it with us using this process, marking it clearly as a data protection matter. We will respond within the timescales in section 5, and within any shorter period required by the UK GDPR where you have also made a rights request (see clause 11 of our Privacy Policy).

8.2

You also have the right to complain directly to the Information Commissioner’s Office at any time, and you do not have to come to us first:

Information Commissioner’s Office Wycliffe House, Water Lane, Wilmslow, Cheshire, SK9 5AF, United Kingdom Helpline: 0303 123 1113 Website: https://ico.org.uk

8.3

You may also seek a judicial remedy under Article 79 of the UK GDPR and section 167 of the Data Protection Act 2018, and may be entitled to compensation under Article 82.

9. How we handle complaint records

9.1

Records. We keep a record of every complaint, including what was complained about, what we found, what we decided and what we did. Complaint files are retained for 6 years from closure, reflecting the limitation period for legal claims. Complaint data is processed in accordance with our Privacy Policy.

9.2

Confidentiality. We share complaint details only with those who need them — the people investigating, and, where relevant, our payment provider, our professional advisers, an ADR body or a court.

9.3

Learning from complaints. We review complaints periodically to identify patterns and to fix the underlying causes. Where a complaint reveals a problem affecting other customers, we will address it, and where appropriate we will contact those affected.

9.4

Unreasonable or abusive conduct. We will not tolerate abusive, threatening, discriminatory or harassing behaviour towards our staff. Where that occurs, we may restrict contact to a single written channel or a named person, and we will tell you in writing if we do so and why. We will still investigate the substance of your complaint and give you a reasoned answer, and you retain every right described in section 7.

9.5

Repeat complaints. Where you re-raise a matter we have already answered at Stage 2, without presenting new evidence or a new issue, we may tell you that we have nothing further to add and close the correspondence. We will say so clearly, and we will remind you of the independent options in section 7 rather than simply stopping.

10. Changes to this Policy

We may update this Policy from time to time. The version in force is the one published on the Site. The “Last updated” date at the top shows when it was last revised. Where a complaint is already in progress, we will handle it under the version in force when you made it, unless the new version is more favourable to you.

11. Contact us

DUVIAN LTD (trading as PrestigeSkins) Registered in England and Wales, company number 17393283 Registered address: Suite Ra01, 195-197 Wood Street, London, United Kingdom, E17 3NU Email for all complaints, enquiries and notices: contactform@prestigeskins.store Website: https://prestigeskins.store The registered address is the address for the service of formal legal documents only. It is not a shop, showroom or customer office, is not staffed for customer service, and cannot receive visitors.

Related documents: Terms of Service · Privacy Policy · Cookies Policy · Refund & Cancellation Policy