Complaints & disputes
How to raise a problem, and what happens next.
Raise it
Contact us with your order number and what went wrong. Members can also raise a complaint directly from their dashboard so it is linked to the order automatically.
What we do
We acknowledge complaints, put the order on hold where appropriate, and investigate with the supplier. Counterfeit and safety complaints are prioritised and can lead to immediate suspension of the product or the supplier.
If you're not satisfied
You can escalate to our operations team for a final review. We keep a record of every complaint, its resolution and how long it took — those numbers inform each supplier's trust score.
Questions? Contact us — we reply on working days.