Contact Us

We're here to help with any questions about our products, services, or website.

📧 General Contact Information

Primary Contact

Email: admin@awareverse.co.uk

Response time: Within 24 hours during business days

Business hours: Monday-Friday, 9:00 AM - 5:00 PM GMT

Website: awareverse.co.uk

💬 What to Contact Us About

Product Inquiries

Product suitability and recommendations
Safety questions and age appropriateness
Custom or bulk order requests
Product availability and restocking
Technical specifications and materials

Order Support

Order status and tracking
Delivery questions and special requirements
Returns and refunds
Payment issues
Order modifications (if not yet dispatched)

Technical Support

Website navigation issues
Download problems
Account access difficulties
Accessibility barriers
Mobile app or browser compatibility

Professional Inquiries

Bulk purchasing for schools or organizations
Professional recommendations and consultations
Training or educational partnerships
Product trials or demonstrations

⏰ Response Times & Service Standards

General inquiries: Within 24 hours
Order issues: Within 12 hours
Safety concerns: Within 4 hours
Accessibility issues: Acknowledgment within 24 hours
Complex queries: May require additional time - we'll keep you updated

📍 Postal Address

Awareverse
Intake
Doncaster, DN2 6PR
United Kingdom

Please note: This address is for correspondence only. We don't have a physical store or collection point.

🚨 Emergency Safety Issues

For immediate safety issues with our products:

Email: admin@awareverse.co.uk with "URGENT SAFETY" in subject
Response: Within 4 hours during business days
After hours: We'll respond first thing next business day
Serious injury: Seek medical attention first, then contact us

📋 Complaints Procedure

We take all complaints seriously and aim to resolve issues quickly and fairly.

How to Make a Complaint

Contact us first: Email admin@awareverse.co.uk with "COMPLAINT" in the subject line
Include details: Order number (if applicable), nature of complaint, what resolution you're seeking
We'll acknowledge: Your complaint within 24 hours
Investigation: We'll investigate thoroughly and respond with our findings
Resolution: We'll propose a fair resolution within 7 business days

What to Include in Your Complaint

Your contact details
Order number or relevant reference
Clear description of the issue
When the problem occurred
What you've already tried to resolve it
What outcome you're looking for
Any supporting evidence (photos, screenshots, etc.)

Our Complaints Process

Stage 1: Initial Response 1-3 days

Acknowledgment of your complaint
Request for any additional information needed
Assignment to appropriate team member

Stage 2: Investigation 3-7 days

Thorough review of your complaint
Consultation with relevant staff or departments
Examination of records, policies, and procedures

Stage 3: Resolution 7-10 days

Detailed response explaining our findings
Clear statement on whether complaint is upheld
Proposed resolution or compensation if appropriate
Information about further steps if you're not satisfied

🔒 Data Protection Inquiries

For privacy and data protection questions:

Email: admin@awareverse.co.uk with "DATA PROTECTION" in subject line
Rights requests: Access, correction, deletion of personal data
Privacy concerns: How we use and protect your information
Cookie questions: Website tracking and analytics
Response time: Within 30 days as required by UK GDPR

💡 Feedback & Suggestions

We value your input to help improve our products and services:

Product improvement suggestions
Website usability feedback
New product requests

Service enhancement ideas
Accessibility improvement suggestions

🏫 Professional & Business Inquiries

Schools & Educational Settings

Bulk purchasing and educational discounts
Product demonstrations and trials
Staff training on sensory tools
Curriculum support resources

Healthcare & Therapy Settings

Professional recommendations and consultations
Evidence-based product information
Custom solutions for specific needs
Continuing education partnerships

Media & Research

Press inquiries and media requests
Research collaboration opportunities
Expert interviews and quotes
Product testing and evaluation

♿ Language & Communication Support

We're committed to accessible communication:

Language support: Let us know if you need assistance with English
Communication preferences: Tell us how you prefer to receive information
Accessibility needs: We can provide information in alternative formats
Family support: We can communicate directly with parents, carers, or advocates

Last updated: January 2026