1.Before you complain
1.1Most problems are solved fastest by writing to [email protected] with your order number.
1.2If that did not solve it, or you are unhappy with how we handled something, you can make a formal complaint.
2.How to complain
2.1Write to [email protected]. Please include:
- Your order
- The order number, if the complaint is about an order
- What went wrong
- What happened, and when
- What you want
- For example a replacement, a refund or an explanation
2.2Complaining costs nothing.
3.What happens next
3.1We confirm that we have your complaint within 1 business day.
3.2We reply in full within 10 business days. If we need longer, we tell you why and when you will hear from us.
3.3Our reply says what we found, what we will do, and where you can go if you are not satisfied.
4.If you are not satisfied
4.1We are not obliged to take part, and do not take part, in dispute resolution proceedings before a consumer arbitration board or another alternative dispute resolution body.
4.2For customers in the UK: if we cannot settle your complaint, our final reply names a certified alternative dispute resolution provider and says whether we agree to use it.
4.3If you live in the EU and we are based in another country, the European Consumer Centres Network can advise you for free.
5.Complaints about virtual cards
5.1Complaints about card payments are handled by our licensed partner card issuer, under the complaints procedure in its cardholder terms. Write to us first at [email protected]: we pass your complaint to the issuer within 1 business day and keep you updated.
6.Courts
6.1You can always go to court instead. Which law applies is explained in our terms.