Complaints Handling Policy

Last updated 24 September 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. We aim to acknowledge it within two working days. Our response will explain the steps taken to investigate and a proposed fair resolution. We will keep you informed if a final response will take longer.

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 statutory rights

Nothing in this policy affects your statutory rights or prevents you from seeking independent advice or using an external remedy available to you. See our Refunds & Returns page for order-related remedies.