We welcome feedback and aim to resolve concerns fairly, promptly and proportionately.
How to contact us
Use the official email, WhatsApp or postal details displayed on this website. Include your name, preferred contact method, the relevant service or order reference and a clear description of what happened. Do not send card PINs, passwords or one-time security codes.
What happens next
- We aim to acknowledge a complaint within three working days.
- We will identify the relevant facts, records and responsible service area.
- We aim to provide a substantive response within ten working days. If more time is needed, we will explain why and give a revised target date.
- Where appropriate, we will explain the outcome, corrective action and any further escalation route available.
Urgent matters
Safety issues, suspected fraud, data incidents, age-restricted sales concerns and active delivery problems should be clearly marked as urgent. Emergencies should be reported to the appropriate emergency service rather than through this complaints process.
Your rights
This process does not limit statutory consumer rights, data-protection rights or any right to contact a regulator, court or alternative dispute resolution provider where applicable. If your concern relates to a Shopify order, include the order number so that the relevant storefront records can be reviewed.
Feedback and continuous improvement
We use complaint themes and constructive feedback to improve product information, staff training, accessibility, fulfilment and partner governance. Anonymous feedback may be accepted where practical, although this can limit our ability to investigate or respond.