Raise a Concern

Radical transparency means little if it only runs one way.

If something we make, say, or do falls short — or if someone in the chain that makes our garments is being treated in a way that isn't right — we want to hear it. And we have a process for what happens next.

Who this is for

Anyone. Customers. Our own team. Workers at every atelier and factory that makes our clothes. Interns, freelancers, photoshoot collaborators. Neighbours, community members, journalists, NGOs. You don't need to have bought anything to use this.

What you can raise

A product fault or a service failure. A concern about pay, working hours, safety, discrimination or harassment anywhere in our supply chain. Chemical use, waste, water. Or an environmental claim you think we've overstated — we'd rather you told us than let it stand.

How to reach us

Email info@infantiumvictoria.com — read daily by our Sustainability Lead.
Call +49 511 80600959.
Write to Infantium Victoria GmbH, Hirschanger 2, 30559 Hannover, Germany.
On site — speak to the grievance contact posted at any of our production partners.

If you would rather not come to us directly, you can raise a concern anonymously through our GOTS-approved certification body, entirely independently of us.

What happens then

We acknowledge every concern within 5 working days. We resolve it or refer it within 30 working days, and we tell you which. Where we have caused harm, we put it right. Where harm reaches us through a supplier, we use whatever leverage we have to see it remedied.

No retaliation. Ever.

Nobody who raises a concern in good faith faces any consequence for it — not a customer, not an employee, not a worker in a factory three tiers up. That holds whether the concern turns out to be founded or not.

Grievances and their outcomes are summarised, anonymised where needed, in our annual Sustainability Report. Our full commitments sit in our Human Rights Policy and our Due Diligence Processing Manual.