Complaints Handling Policy

Last updated 22 September 2026.

How to complain

Email caseresolution@customersupport.care. Include your name, order number where relevant, what happened, the outcome you seek and any useful supporting information. Do not send full card details.

What happens next

We record the complaint, assign it to an appropriate person and review the available information. We aim to acknowledge and respond as soon as practicable. If more time or information is needed, we will explain the next step. Our response will describe the investigation and any proposed remedy.

Fair handling

We consider complaints in good faith and without charge. A complaint does not remove any right or remedy available under applicable law. If your complaint concerns damaged, incorrect or non-conforming goods, see our Refunds and Returns Policy.

Personal data

We retain complaint details and outcomes for resolution, improvement and legitimate record-keeping purposes. We handle this information under our Privacy Policy.