Complaints handling policy

Last updated 6 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.

If something has gone wrong, this is how to raise it and what happens next.

Making a complaint

Email caseresolution@customersupport.care with your order number, what happened and what you would like us to do. Attach a photograph if the product or the packaging is part of it.

What happens

• We acknowledge it within one business day.
• A person who was not involved reads the order, the emails and any photographs.
• We come back with an answer, and if it is not what you asked for, we say why.
• We aim to close a complaint within ten business days. If it needs longer, we tell you why and when to expect an answer.

Your information

Anything you send us as part of a complaint is used to investigate it and for nothing else. Our privacy policy applies.

If you are still not satisfied

You can contact your state attorney general's consumer protection office, or report the matter to the Federal Trade Commission at reportfraud.ftc.gov. Nothing on this page affects any right the law of your state gives you.