1. What counts as a complaint
A complaint is an expression of dissatisfaction about our products, delivery, checkout experience, or how our team handled your request. Comments or suggestions that are not tied to a specific problem are equally valuable — we route those to the same improvement queue.
2. Before you write
- Check your order confirmation for reference numbers and delivery timelines.
- If the issue is damaged goods or wrong items, see our Refund policy — photos speed things up.
- For payment questions, see Payment change process.
3. How to submit
Email us from the address used on your order (or clearly state your registered phone if you checked out as a guest).
- Subject: Complaint — [order number] — short summary
- Body: What happened, when, and what outcome you expect.
- Attachments: Photos of packaging or products where relevant.
4. What we do next
- We send an acknowledgement when your message is logged (typically within 1–2 business days).
- A team member may ask clarifying questions or propose a resolution (replacement, refund, credit, or apology where appropriate).
- Complex cases involving carriers or payment partners may take longer; we will explain delays.
5. Feedback & ideas
Product ideas, website usability notes, and compliments help us prioritise improvements. You can use the same email with subject starting Feedback — — no order number is required.
6. Fair use
Abusive language or threats may limit our ability to assist. We may refuse service where behaviour puts staff at risk, while still honouring legal obligations.