Complaint Policy

Last updated: 9 November 2026

Your satisfaction is our priority. If something has gone wrong, we want to hear about it and put it right quickly and fairly.

At a glance

  • Three easy ways to reach us: online form, email or phone.
  • We acknowledge every complaint, usually within 24 hours on working days.
  • We aim to resolve most complaints within 3–5 working days.

1. How to make a complaint

2. What to include

  • Your name, phone number and order number.
  • A clear description of the problem.
  • Photos or videos if your complaint is about a product or delivery.
  • How you would like us to resolve it.

3. How we handle your complaint

  1. Acknowledge: we confirm we have received your complaint, usually within 24 hours on working days.
  2. Review: we look into what happened and may contact you for more information.
  3. Resolve: we share our solution, such as a replacement, repair, refund or another fair outcome. We aim to do this within 3–5 working days.
  4. Follow up: we check that you are happy with the outcome.

4. If you are not satisfied

If you are not happy with our response, reply and ask for your complaint to be escalated. A senior member of our team will review it and get back to you.

5. Confidentiality

We treat every complaint confidentially and use your information only to resolve it, in line with our Privacy Policy.

We're listening

Our Customer Care team is happy to help with any question about your order or this policy.