Complaints Procedure
A clear route to raise a concern and request a review.
Tell us what happened and what outcome you are seeking. An order reference helps where one is available.
1. What you can raise
You can raise concerns about products, pricing, orders, payments, delivery, cancellations, refunds, warranty, privacy or customer service.
2. Information to prepare
Provide relevant dates, your order reference if available, a concise description and the outcome requested. Keep relevant non-sensitive evidence. Never disclose a PIN, CVV, OTP, banking password or full card number, or send identity documents through a general enquiry channel.
3. How review works
We review the information, may request proportionate supporting details and may coordinate with a relevant delivery or payment provider. The outcome and next steps are communicated through an available, agreed contact channel. Timing depends on the issue and the responses needed; no fixed resolution deadline is promised.
4. Requesting another review
If you disagree with an outcome, explain why and supply any new evidence. Ask support for another review. You retain applicable consumer remedies and lawful rights to approach your payment provider or a competent authority.
5. Urgent payment concerns
For a suspected unauthorised card, bank or wallet charge, contact the issuer immediately, then contact us. Tell us about any reimbursement or dispute already in progress to prevent duplicate refunds.
6. Information handling
Provide only information necessary to investigate the concern. Relevant records may be shared where needed for resolution or required by law, in accordance with our Privacy Policy.