Complaints Procedure

Please submit any complaint through the contact form on our website. Where possible, include your order or enquiry reference, a description of the issue, and any relevant photographs, dates and correspondence.

We will acknowledge complaints within two working days of receipt.

We aim to resolve complaints within ten working days of acknowledgement. Complex matters may require additional investigation, in which case we will keep you informed of progress and provide an updated timescale.

We will review any relevant records and, where appropriate, liaise with our delivery or supply partners as part of the investigation.

We will provide a written response setting out our conclusions and any resolution offered, which may include replacement, credit, refund, correction of records, or process changes.

If you are not satisfied with our response, please tell us so we can review the outcome. Nothing in this procedure removes any rights you may have to refer a dispute to an appropriate regulator or to the courts.

Complaint records are retained in accordance with our Privacy Policy and used to review and improve our processes.