We aim to resolve problems quickly and fairly. If something has gone wrong with your order or your experience on our website, please tell us so we can put it right.

How to complain

Email [email protected] with your order number, a clear description of the issue, and any supporting photos if relevant. We will acknowledge your complaint within 2 working days.

What happens next

1. We review your complaint and may ask for further information.
2. We aim to provide a substantive response within 14 days. Complex cases may take longer, and we will keep you updated.
3. If your complaint relates to a return, refund, or delivery issue, we may direct you to our Returns Policy or Delivery information where those processes apply.

Alternative dispute resolution

If you are a consumer and we cannot resolve your complaint, you may refer the matter to Trading Standards or an Alternative Dispute Resolution (ADR) provider. We will cooperate in good faith with any ADR process where applicable law allows or requires it.

EU consumers may also use the European Commission’s Online Dispute Resolution platform. This does not prevent you from bringing court proceedings where mandatory consumer law allows you to do so.

Privacy complaints

For concerns about how we handle personal data, contact us using the email above. You also have the right to lodge a complaint with the Information Commissioner’s Office (ICO) in the UK, or with your local supervisory authority if you are in the EU or EEA.