Complaints Handling Policy

Last updated 1 September 2026.

Our commitment

We would rather hear about a problem than not. Complaints are dealt with properly, quickly and without making you chase.

How to complain

Email theteam@customersupport.care with your order number and as much detail as you can give us: what happened, when, and what you would like done about it. Photographs help if something arrived damaged.

What happens next

• We acknowledge your complaint within two working days.
• One person takes ownership of it, so you are not repeating yourself.
• We aim to give you a full answer within ten working days. If it needs longer, we tell you why and when to expect it.
• The answer sets out what we found and what we propose to do.

Your records

We keep a record of every complaint and its outcome, so we can see patterns and fix causes rather than symptoms. That record is personal data and is handled under our privacy policy.

Your rights

Complaining to us does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013, and it does not use up your right to cancel.