Complaints Handling Policy

Last updated 25 September 2026. This page describes how this shop works in plain English. It is not legal advice.

Our commitment

We would rather hear about a problem and fix it than have you go away unhappy. When we fall short, we deal with complaints fairly and as quickly as we can.

How to make a complaint

Email us at theteam@customersupport.care with the word "complaint" and your order number in the subject line. Include as much detail as you can, and photographs if the problem is with the goods themselves.

How we handle it

Your complaint is recorded and given to a named person to deal with. They will reply setting out what they have checked and a fair way to resolve it, and they will tell you if something is going to take longer than expected.

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 how they were resolved, so we can find and fix the cause. Personal information in a complaint is handled under our privacy policy.

Your legal rights

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