Complaints Procedure

Complaints Procedure Policy

We're really sorry to hear you need to make a complaint. If you have a complaint about a service or product you've received, we want to know.

The quickest way to get in touch is to email us and a member of our team will be happy to help.

Making a Complaint

Customers can lodge a complaint via the following methods:

When submitting a complaint, please provide:

  • Your name and contact details
  • Order number (if applicable)
  • Description of the issue
  • Any relevant documentation or evidence (e.g., receipts, screenshots)

Complaint Handling Procedure

  1. Acknowledgement 
    We will acknowledge receipt of your complaint within 2 business days.
  2. Investigation 
    A member of our customer service team will review your complaint, investigate the matter, and may contact you for additional information if needed.
  3. Resolution 
    We aim to resolve all complaints within 5-10 business days. If more time is needed, we will inform you of the delay and provide an estimated resolution date.
  4. Outcome 
    You will be informed of the outcome in writing via email. Outcomes may include a refund, replacement, store credit, or explanation of why the complaint was not upheld.
  5.  Escalation

If you are not satisfied with our response, you can request that your complaint be escalated to a senior manager for review. Alternatively, you may contact a third-party dispute resolution service such as:

  • Your local Trading Standards office
  • Ecommerce ombudsman

Please note that these agencies will only consider your complaint if you have allowed us to resolve it first.

Continuous Improvement

We treat complaints as valuable feedback and use them to improve our products, services, and overall customer experience.

Policy Review

This policy is reviewed annually and updated as necessary to ensure compliance with relevant laws and best practices.