Complaints

Whilst we are fortunate in that we don't get many complaints we understand that in life, there are many instances where expectations don't meet reality.

If you have a complaint to make please read on…

How to make a complaint:

In the first instance please contact us via [email protected] or [email protected] - outline your issue and include a phone number - we find that a phone call can often help get to the bottom of a problem quicker than a long email back and forth.

Please bare in mind that often there may be a reason that you are unaware of or a situation out of our control that is causing the issue (e.g. your / our email ends up in a spam folder, we are waiting for an update from a courier, we tried calling but you were unavailable, it's a particularly busy sales period etc.).

If you have already contacted us and feel that you are not getting the response you think you should from our staff, please email with the subject 'COMPLAINT' and include your phone number and a senior team member will call you to discuss. 

Some notes to bear in mind:

• Understand your rights and obligations: Have you read our terms and condition of sale? Is the issue warranty related? Please understand your rights and our obligations before making a complaint.
• Social media: We do not offer support via social media. Simply email us at [email protected] with URGENT in the subject line. If you feel your complaint is not being dealt with fairly or you are simply not getting a response then please resist jumping on to social media to vent!  If you have taken to social media to complain or left a bad review, it may affect the outcome of the complaint - better to try to work with us to resolve the issue before airing grievances online.
• Couriers: Is the complaint related to poor service from a courier? we have noticed a decline in service across the board from all couriers - prices go up but service go's down. If you have ever tried to contact a courier you will know how frustrating it is. Often we will have no idea there is an issue with delivery until a customer lets us know - we appreciate it’s frustrating but we are not the courier but will do our best to help.
• Expectations: We are a small business but we aim to provide high-quality products, at fair prices, and the best customer service possible from a small team. However, please note we are not Amazon and are not in a position to have a team of full-time customer service people therefore a peak times there may be delays in getting a fast response. 
• Appropriate communication: Often there are contributing factors to why you may not be getting the service you expect - emails are sometimes missed, miss-understandings are common - remember we are real people behind the scenes doing our best to offer a great product and service - please treat us as you wish to be treated - rude, abusive or threatening behaviour is not tolerated - put the situation into perspective and act accordingly.