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We strive to deliver excellent customer service at all times. Our website, operations, couriers, and service teams are continuously reviewed to ensure every customer enjoys a positive experience with us. However, we recognise that mistakes can occasionally occur, and when they do, we are committed to resolving them as quickly and effectively as possible.
We are dedicated to resolving complaints efficiently and fairly and using feedback to improve our products and services.
To make a complaint, you can:
Please ensure you add your contact details and order number so we may respond promptly.
We endeavour to resolve complaints swiftly. Complaints will be acknowledged within 3 working days. Ideally, complainants should receive a definitive resolution within 2 weeks. If this is not possible because an investigation has not been fully completed, a progress report will be sent within 2 weeks including an indication of when a full reply will be given.
All complaint information will be passed to the Customer Service Manager within one week and they will record it in the complaints log. The Customer Service Manager is responsible for ensuring any complaints that have not been resolved within a week are assigned an appropriate person to investigate and to take further appropriate action.
The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. Your order number is also your complaint reference number for ease of tracking. If your complaint does not refer to a specific order, a new complaint reference number will be assigned.
An investigation will be completed, and we will endeavour to make an appropriate level of enquiries. This may involve:
The customer will receive a written explanation of the outcome of the investigation. The reply will describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken or process amendments made because of the complaint.
Where deemed appropriate by the customer service manager, resolutions may include refunds, exchanges, repairs or apologies.
If the complainant feels that the problem has not been satisfactorily resolved, they can request that the complaint is reviewed at Board level. At this stage, the complaint will be passed to a member of the Operational Board.
The board will assess all correspondence, review any investigative reports and discuss the complaint resolution provided. They will ensure that the customer service team followed this policy and that they acted in a fair and supportive manner throughout the handling process and adhered to consumer rights laws. The Board are required to respond to customer within a week of receiving the escalation.
If still unsatisfied, customers can escalate complaints to an external body, such as:
