Contact & complaint policy 

Complaints Policy

We are committed to providing excellent customer service and value your feedback. If you have a complaint, we take it seriously and aim to resolve it quickly and fairly.

What is a Complaint?

A complaint is any expression of dissatisfaction with our products, services, website, staff, or any aspect of our business, including (but not limited to) orders, payments, delivery, quality, or customer support.

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To help us handle your complaint efficiently, please include:

• Your name and contact details

• Relevant order number or transaction details (if applicable)

• A clear description of the issue

• The resolution you are seeking

Anonymous complaints are accepted, but providing contact details allows us to respond directly and confirm resolution.

Our Complaints Handling Process

1. Acknowledgement: We will acknowledge receipt of your complaint within 2 business days.

2. Resolution Timeline: We commit to fully resolving all complaints within 7 calendar days from the date we receive them. This includes investigating the issue, communicating our findings, and implementing the agreed resolution (such as a refund, replacement, apology, or other appropriate remedy).

3. Updates: If, in exceptional circumstances, we are unable to resolve your complaint within 7 days, we will contact you to explain the reason for the delay and provide a new expected resolution date.

4. Outcome: You will receive a written response (via email or your preferred method) detailing our investigation, findings, and the steps taken to resolve the matter.

5. Escalation: If you remain dissatisfied with our resolution, you may request escalation to a senior manager for further review.

All complaints are handled confidentially and in accordance with our Privacy Policy. We record and review complaints to continually improve our services.

Continuous Improvement

Feedback from complaints helps us identify areas for improvement and prevent future issues.

This policy was last updated: December 2025

Thank you for bringing any issues to our attention—we are dedicated to resolving them promptly.