Start with the order
For an order problem, use the order page first so the correct seller, payment, parcel and timeline remain linked. For another complaint, email [email protected] with the relevant order or listing reference.
Our process
- We acknowledge the complaint and identify any immediate safety or payment risk.
- We gather the order, messages, photographs, tracking and seller response needed for a fair decision.
- We explain the outcome and any refund, remake, removal or account action.
- If you disagree, ask for a final review and identify the evidence or rule you believe was missed.
Your legal rights
This process does not replace statutory consumer rights, chargeback rights or access to a court or other competent dispute route. Keep the product and packaging where a fault or safety issue may need examination.
Still need help?
Start with your order page for the fastest route, or visit our help page for contact details and escalation steps.
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