Dispute Settlement

Complaints and Dispute Settlement

LordsWorld is committed to addressing customer concerns fairly, promptly and transparently.

Before beginning any formal dispute resolution procedure, customers are encouraged to contact LordsWorld directly so that the matter can be reviewed and, where possible, resolved amicably.

1. Contacting LordsWorld

Complaints concerning an order, product, payment, delivery, return, refund or other contractual matter may be submitted to:

LORDSWORLD SRLS UNIPERSONALE
Email: [email protected]
Shipping and delivery matters: [email protected]
Registered office: Via Antonio Gramsci 47, 25015 Desenzano del Garda (BS), Italy
Certified email: [email protected]

Please include, where applicable:

  • your full name and contact details;
  • the order reference;
  • the product or service concerned;
  • a clear description of the issue;
  • the solution requested;
  • relevant photographs, documents or correspondence; and
  • any other information reasonably necessary to assess the complaint.

LordsWorld will review the complaint and respond within a reasonable period, taking into account its nature and complexity.

2. Scope of This Page

This page concerns complaints and the resolution of disputes arising from purchases or use of the LordsWorld website.

It does not replace the procedures described in the following dedicated policies:

  • Right of Withdrawal;
  • Returns and Refunds;
  • Shipping and Delivery; and
  • Terms and Conditions of Use.

Customers should follow the specific procedure applicable to their issue before escalating it as a formal dispute.

3. Alternative Dispute Resolution

If a consumer and LordsWorld are unable to resolve a contractual dispute directly, the consumer may consider using an appropriate Alternative Dispute Resolution body.

Alternative Dispute Resolution may include mediation, conciliation, arbitration, an ombudsman procedure or another recognised out of court process.

The availability, competence, cost, language and binding effect of an ADR procedure depend on:

  • the subject of the dispute;
  • the consumer’s country of residence;
  • the trader’s place of establishment;
  • the rules of the relevant ADR body;
  • applicable national or European law; and
  • whether participation is voluntary or legally required.

LordsWorld does not declare participation in every ADR body or procedure merely because it is listed by a public authority.

Where LordsWorld is legally required to participate in a particular procedure, or where LordsWorld expressly agrees to participate, the customer will be informed of the relevant body and procedure.

4. Finding an ADR Body

Consumers may consult the European Commission’s official list of recognised consumer dispute resolution bodies to identify a body potentially competent for their dispute.

The former European Online Dispute Resolution platform is no longer operational. It was discontinued on 20 July 2025.

The discontinuation of that platform does not prevent consumers and traders from using recognised national or cross border ADR procedures where available.

5. Cross Border Consumer Assistance

A consumer residing in another European Union country, Iceland or Norway may seek information or assistance from the European Consumer Centres Network.

The European Consumer Centre in the consumer’s country may:

  • provide information about consumer rights;
  • explain available complaint and redress procedures;
  • assist with a cross border complaint;
  • help seek an amicable settlement; or
  • direct the consumer to a competent authority or ADR body.

Consumers should normally contact LordsWorld directly before requesting assistance from a European Consumer Centre.

6. Judicial Remedies

Nothing on this page prevents either party from seeking a judicial remedy where available.

For consumer disputes, jurisdiction and applicable law are determined according to mandatory consumer protection and private international law rules.

Consumers are not deprived of mandatory protections available under the law of their country of residence merely because LordsWorld is established in Italy.

For disputes involving business customers, jurisdiction may be determined by the applicable contractual terms, any express written agreement between the parties and applicable commercial law.

7. Applicable Policies and Evidence

Customers should retain relevant documentation, including:

  • order confirmations;
  • invoices;
  • payment records;
  • delivery and tracking information;
  • photographs;
  • return or withdrawal references;
  • emails and other correspondence; and
  • any PDF terms or policies supplied with the order confirmation.

The terms and policies applicable to an order are those made available and accepted when the order was concluded, subject to mandatory law.

8. Good Faith Resolution

LordsWorld and the customer are encouraged to cooperate in good faith and provide accurate, relevant and complete information.

LordsWorld may propose:

  • repair;
  • replacement;
  • completion of delivery;
  • a price adjustment;
  • refund;
  • credit note;
  • an eventual alternative solution; or
  • another settlement expressly agreed between the parties.

The solution proposed will depend on the legal basis, evidence and specific circumstances of the dispute.

9. Contact

LORDSWORLD SRLS UNIPERSONALE
Email: [email protected]
Certified email: [email protected]
Address: Via Antonio Gramsci 47, 25015 Desenzano del Garda (BS), Italy

Last updated: 30 July 2026.

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