Complaints handling policy

Last updated 6 September 2026.

We would rather hear it than not. A complaint tells us something is wrong that we cannot see from here.

How to complain

Email caseresolution@customersupport.care, which is the address this store publishes for complaints. Include your order number and as much detail as you can: what you expected, what happened, and what you would like us to do about it.

What happens next

• We acknowledge it within one business day.
• One person is assigned to it, and they are the person who answers you.
• You get a full answer within ten business days, setting out what we found and what we propose to do.
• If it needs longer than that, we tell you why and when to expect an answer.

Your information

We keep a record of every complaint and its outcome so we can see patterns. It is handled in line with our privacy policy.

Your rights

Complaining to us does not affect your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986, and it does not use up the 15 days on our returns policy. If you are not satisfied with our answer you can take the matter to the Commerce Commission, or take a dispute to the Disputes Tribunal, and you do not need our agreement to do either.