Complaints Handling Policy

Last updated 30 August 2026.

Our commitment

We are committed to good service, and to dealing with complaints efficiently and fairly when we fall short of it. We would rather hear about a problem and fix it than have you go away unhappy.

How to make a complaint

Email us at theteam@customersupport.care. Please include your order number and as much relevant detail as you can, including photographs if the issue is with the goods themselves. The more we have, the less back and forth there is.

How we handle it

Your complaint is recorded and passed to a specific person to deal with. They will reply to you setting out the steps taken to investigate and suggesting a fair and reasonable way to resolve it. We respond within 24 hours, 7 days a week, and we will tell you if something is going to take longer than expected.

Your personal information

We keep a record of complaints and their outcomes so we can spot patterns and fix the underlying cause. Personal information in a complaint is handled in line with our privacy policy.

Your rights

Nothing in this policy affects your rights as a consumer. Those rights apply regardless of how a complaint is resolved. See our refunds and returns page for how they work in practice.