Complaints

How to complain

You can raise a complaint by emailing epilzagreb@gmail.com, speaking to us in the salon, or writing to us at Drage Gervaisa 44, Zagreb, Croatia. Email is our primary formal channel; we do not currently operate a separate online complaint form.

What to include

• Your name and contact details
• Booking or order reference, if applicable
• A description of the issue and what resolution you are seeking
• Any relevant supporting information (e.g. photos, dates)

Our response

We aim to give you an initial reply within 24 hours as an internal target. This target does not replace or shorten any statutory deadline that applies to your complaint under consumer protection law, which continues to run independently.

Resolution process

We will review your complaint, may ask for further information, and will explain the outcome and any resolution offered (such as a corrective treatment, refund, or other remedy in line with our other policies).

Consumer rights

As a consumer in Croatia, you have rights under the Consumer Protection Act (Zakon o zaštiti potrošača) and other applicable consumer legislation, including in relation to non-conforming services, which are not affected or limited by our internal complaints process.

Out-of-court dispute resolution

If we cannot resolve your complaint directly, you may refer it to an out-of-court consumer dispute resolution body in Croatia, or use the European Commission's Online Dispute Resolution (ODR) platform at ec.europa.eu/consumers/odr, which helps connect consumers and traders to a neutral dispute resolution body.