Contact & Complaints
Version 1.0 · Effective 12 August 2026
How to reach us
Email support@colourivo.co.uk.
That one address reaches us for everything: questions before you buy, help with a delivery, returns and refunds, Full-Set Guarantee claims, problems with a product, complaints, and privacy requests. Please include your order number if you have one — it is the fastest way for us to find your order.
Email is the route we ask you to use. It reaches a monitored inbox, it gives you a written record of what was said, and it is the fastest way to get an answer.
Who you are buying from
This website is owned and operated by:
- RASMETAK LTD, trading as COLOURIVO
- Registered in England and Wales, company number 17375941
- Registered office: 128 City Road, London, EC1V 2NX, United Kingdom
- Email: support@colourivo.co.uk
- Website: colourivo.co.uk
COLOURIVO is a trading name of RASMETAK LTD. When you buy from this website, your contract is with RASMETAK LTD.
About our registered office
Our registered office is the address where formal and legal correspondence can be served on the company. We publish it because the law requires us to, and because you are entitled to know where the business behind the website is registered.
Please note that it is not a shop, not open to visitors, and not a returns address. Please do not send goods there — if you need to return something, email us and we will send you the return instructions and the address to use.
Email is the fastest and most reliable way to reach us, and it is the route we ask you to use.
Making a complaint
If we have got something wrong, we want to know. Complaining is not a formal or difficult process — you just need to tell us what happened.
Step 1 — tell us
Email support@colourivo.co.uk and include:
- your order number, if your complaint relates to an order,
- what happened, and
- what you would like us to do to put it right.
Photographs are helpful if your complaint is about a product or a damaged parcel, but they are not essential.
Step 2 — what we do
We acknowledge every complaint we receive and confirm that we are looking into it. We then investigate, and we come back to you with an explanation, a decision, and what we propose to do. If the investigation takes longer than expected, we tell you rather than leaving you waiting. We deal with complaints in the order they reach us.
Step 3 — if you are not satisfied
If you are unhappy with our answer, reply and say so, and ask for your complaint to be reviewed. It will be looked at again by the company's director. Please tell us why you disagree with the outcome, so that the review addresses the right thing.
If we cannot resolve it between us
We are not obliged to use an alternative dispute resolution scheme, and we are not currently a member of one. That does not leave you without options, and it does not affect your legal rights.
Free, independent advice on your consumer rights is available from the Citizens Advice consumer service, which is the UK's official consumer advice service. Citizens Advice can also pass your complaint to Trading Standards, who take enforcement action against traders.
You are also always free to take a claim to court. Nothing in our policies prevents that, and the courts of England and Wales, Scotland or Northern Ireland are available to you as set out in our Terms of Sale.
If you paid by credit or debit card, your card provider may also be able to help you recover your money. Ask them about chargeback, or, for credit card purchases, about section 75 of the Consumer Credit Act 1974.
Complaints about your personal information
If your complaint is about how we have handled your personal data, email support@colourivo.co.uk. This route is separate from the one above and has its own timescale set by law: we will acknowledge your complaint within 30 days, investigate it, and tell you the outcome. We deal with it under our Privacy Policy.
You also have the right to complain to the UK's data protection regulator, the Information Commissioner's Office (ICO), at ico.org.uk/make-a-complaint or on 0303 123 1113. You do not have to complain to us first, although we would like the chance to put things right.
What we do not offer
We want to be straightforward with you about how to reach us, so that you are not left waiting on a channel that does not exist.
- We do not operate a telephone helpline.
- We do not publish support hours, and we do not claim to be available 24 hours a day.
- We handle everything by email, at support@colourivo.co.uk.
We would rather tell you this plainly than advertise a service level we cannot consistently meet.