Complaints Handling Policy

Last updated 25 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.

Our commitment

We are committed to good service, and to dealing with complaints efficiently and fairly when we fall short of it. We want to work with you to put things right, and we would rather hear about a problem and fix it than have you go away unhappy.

How to make a complaint

Email us at theteam@customersupport.care. Please include your order number and as much relevant detail as you can, including photographs if the issue is with the goods themselves. The more we have, the less back and forth there is. We do our very best to reply to support emails within 24 hours.

How we handle it

Your complaint is recorded and passed to a specific person to deal with. They will reply to you setting out the steps taken to investigate and suggesting a fair and reasonable way to resolve it. If something is going to take longer than expected, we will tell you.

If we cannot resolve it

If you are still not satisfied after we have looked at your complaint, the Competition and Consumer Protection Commission explains your options at ccpc.ie, and you can bring a claim of up to 2,000 euro through the District Court's Small Claims procedure. If your complaint is about how we have handled your personal data, you can also complain to the Data Protection Commission at dataprotection.ie.

Your personal information

We keep a record of complaints and their outcomes so we can spot patterns and fix the underlying cause. Personal information in a complaint is handled in line with our privacy policy.

Your rights

Nothing in this policy affects your legal rights. Your rights under Irish and EU consumer law, including the Consumer Rights Act 2022, apply however a complaint is resolved, and nothing we say here can take them away. See our refunds and returns page for how returns and refunds work in practice.