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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 excellent service and a good customer experience, 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 than have you go away unhappy.

How to make a complaint

Email us at caseresolution@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, you have other options:

  • The Competition and Consumer Protection Commission gives free, independent information about your consumer rights at www.ccpc.ie.
  • You can bring a claim through the Small Claims procedure in the District Court. Details are at www.courts.ie.
  • If you live in another EU country, the European Consumer Centre Ireland can help with a cross-border dispute at www.eccireland.ie.

If your complaint is about how we have handled your personal data, you can also complain to the Data Protection Commission at www.dataprotection.ie. It oversees the GDPR and the Data Protection Acts 1988 to 2018 in Ireland.

Your personal data

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

Your rights

Nothing in this policy affects your legal rights. The Consumer Rights Act 2022 and the EU Consumer Rights Directive apply however a complaint is resolved, and nothing we say here can take away a right under them that cannot be given up. Making a complaint to us does not stop you taking any other step the law allows. See our refunds and returns page for how returns and refunds work in practice.