CUSTOMER CARE

Raise a Concern

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Raise a concern

Talk to us. If you have a concern about something we’re doing on a business level, we want to hear about it.

Last reviewed: 30 June 2026

Why we have this procedure

Bellroy exists to contribute to a world where people ‘thrive’ — customers, our crew, suppliers, business partners, animals, the environment, and the world as a whole.

Whether it’s social, environmental or governance related, we’re committed to ensuring everyone Bellroy reaches has a clear and accessible way to raise a concern with us.

Who this is for

We welcome concerns from any person or community directly affected by, or a formal representative of someone affected by, an issue connected to our business or by activities carried out on our behalf. That includes:

  • Our crew and third-party business partners
  • Workers in our supply chain from assembly factories to fabric mills and tanneries
  • Anyone who distributes and sells our products
  • Our customers, anywhere in the world
  • Communities around our offices and where our products are made

What this channel isn't for

This is not a substitute for Customer Support or day-to-day employee or HR processes. We'll route you to the right place if your concern fits better somewhere else, e.g., product, service, warranty, order, refund or delivery issues may be directed to our Customer Support team.

What we’ll consider as a complaint

We want to know if Bellroy, or someone acting on our behalf, is causing or contributing to harm that impacts people, animals, our planet or how our business is run. Some examples include:

  • A violation of international human rights within our supply chain, business partners or own operations
  • Concerns about our business ethics, such as fraud, misleading marketing, misconduct
  • Breaches of privacy and data protection
  • Material, adverse impact to animals and the environment

What your submission requires:

  • There’s a clear link to Bellroy’s operations, activities or business relationships
  • It clearly identifies the issue, such as a human rights breach
  • It is factual, evidence-based and supports the relevance and severity of the issue
  • It is raised in good faith

We may decline to investigate if a matter is clearly out of scope, a duplicate of something already resolved, or clearly vexatious. If we decline, we’ll explain why.

How to raise a concern

Email raiseaconcern@bellroy.com. We are monitoring every email that comes in here and will acknowledge your email within five business days.

Accessibility support. If you require assistance to raise a concern due to language, literacy, accessibility or other barriers, we want to help. Email accessibility@bellroy.com or visit our accessibility statement so we can work with you to identify the most appropriate way to receive and respond to your concern.

What happens next

  • Stage
  • Target timeframe
  • What we’ll do
  • 1. Acknowledge
  • Within 5 business days of receipt (outside of company shutdowns)
  • We confirm we've received your complaint, give it a case reference, and tell you who from our team is your point of contact (unless you've asked us not to).
  • 2. Initial review
  • Within 10 business days from acknowledgement
  • We decide whether to accept the complaint for investigation, ask you for clarifying information, or explain why it doesn't fit this procedure and where it should go instead. If the complaint is not accepted or does not fit this procedure and you are redirected, we will close the case with you.
  • 3. Investigation
  • Within 30 calendar days for most complaints; longer for complex matters
  • We gather evidence, talk to the people involved, and reach findings. For complex matters (e.g. those involving suppliers further upstream or a third-party) we will tell you the expected new timeframe by day 30.
  • 4. Resolution response
  • Within 30 calendar days of investigation findings
  • We tell you what we found, what we're going to do about it (e.g., remediation, change of practice, disciplinary action - whatever fits), and confirm when we consider the matter closed. If you disagree, we'll work with you on that.
  • 5. Corrective action
  • Specific to situation
  • We’ll action the resolution, and the timeframe could vary depending on the complexity of the situation and change needed.
  • 6. Closure
  • As soon as resolution is complete
  • We close the case in our records with the outcome, and confirm closure with you.

We’ll notify you if any step will take longer than the timeframe advised above.

How we protect people who speak up

Speaking up can be hard, especially if it involves someone with power over you or if you’re worried about being identified.

  • Strict confidentiality. We only share your identity with the people who genuinely need to know, and we’ll let you know at the outset. We’ll ask for your consent before sharing your information with other parties. You can ask for your identity to be withheld from anyone, unless legal obligations (e.g. mandatory reporting of certain offences) require us to do otherwise - in which case we will tell you before any disclosure where we can.
  • No retaliation. Bellroy does not tolerate retaliation against anyone who raises a complaint in good faith, or who supports an investigation. Retaliation includes dismissal, demotion, exclusion, threats, harassment, contract termination with a supplier, or any other adverse action, which arises as a result of making a complaint.
  • Conflicts of interest. We take actual or perceived conflicts of interest seriously. Together with respecting confidentiality, we will always consider who is appropriate to investigate a complaint, and this may include situations where an external independent investigator is appointed.
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