Complaints Handling Procedure

Our commitment

We aim to resolve complaints quickly, fairly and free of charge. All complaints are logged and reviewed by a member of our management team.

How to complain

1. Step 1 — Customer support: Email [email protected] or phone +353 1 566 0421. We will acknowledge within 2 working days and aim to resolve within 10 working days.
2. Step 2 — Escalation: If you are not satisfied, request escalation to our Customer Care Manager at [email protected]. A written response will be sent within 15 working days.
3. Step 3 — Independent review: If we cannot resolve the matter, you may contact the Competition and Consumer Protection Commission (CCPC) at www.ccpc.ie or use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

Information we need

• Your order number and contact details
• A clear description of the issue
• Photographs where relevant
• Your preferred resolution (refund, replacement, other)

Records

Complaint records are retained for 3 years for quality-assurance purposes and are kept confidential in line with our Privacy Policy.