Complaints handling policy

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

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 Rights Act 2022, and it does not use up the 14 days you have to withdraw under our refunds and returns policy. If you are not satisfied with our answer you can contact the Competition and Consumer Protection Commission at ccpc.ie, the European Consumer Centre Ireland if you live in another EU country, or use the small claims procedure of the District Court. You do not need our agreement to do any of these.