Complaints Handling Policy

Last updated 25 September 2026. This page describes how this shop works in plain English. If anything here is unclear, ask us before you order.

Our commitment

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

How to make a complaint

Email us at caseresolution@customersupport.care with the word "complaint" and your order number in the subject line. Please include 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 you are still not satisfied

Ask us to look at it again from the start. If we still cannot resolve it:

• the Competition and Consumer Protection Commission gives free information about your consumer rights at ccpc.ie;
• you can bring a claim through the Small Claims procedure of the District Court;
• if your complaint is about your personal data, you can go 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

Making a complaint does not affect your rights under the Consumer Rights Act 2022. See our refunds and returns page for how returns and refunds work in practice.