Our customer service principles

1. Honesty

We answer every enquiry honestly and courteously. Our first priority is to take your point of view seriously.

2. Speed

As a rule we reply within 3 business days. Some enquiries take longer, and when they do we'll tell you where things stand.

3. Accurate information

Product details, delivery status, returns and exchanges — we take accuracy seriously. If we give you the wrong information, we correct it promptly and put it right.

4. Protecting your data

We manage your personal information carefully and handle it in line with our privacy policy, with security measures in place to prevent disclosure or leakage to third parties.

5. Fairness

We treat every customer equally. We don't give preferential treatment to some, or treat anyone unfairly.

6. Continuous improvement

We take your comments and requests seriously and use them to raise the quality of our service, reviewing how we work on a regular basis.

7. When something goes wrong

If there's a fault with a product, a delivery delay or any other problem, we follow these steps.

8. Requests we can't accommodate

There are requests we may not be able to accommodate, including:

• requests that breach the law or public order and morals
• requests far beyond the scope of our service
• requests likely to affect other customers
• requests accompanied by violent or intimidating behaviour
• defamation not grounded in fact

Even then, we'll explain our position as carefully as we can and do our best to help you understand it.