Complaints handling policy
Last updated 25 September 2026.
We want every order to arrive right and do its job for a full season. When something goes wrong, we would rather hear about it and fix it. This page explains how to make a complaint and what happens next.
How to make a complaint
Email us at theteam@customersupport.care with "Complaint" in the subject line. To help us understand the problem first time, please include:
- your order number and the name the order was placed under;
- what happened, and when;
- photos of the item and packaging, if the problem is damage or a fault;
- the outcome you are looking for, such as a replacement, a repair or a refund.
Please keep the item and its packaging until we have resolved your complaint.
How we handle complaints
Every complaint is recorded and passed to a person who will deal with it. Most emails are answered within 1 business day. They will look into what happened and reply with the steps they have taken and a fair remedy.
Some problems take longer to check, for example when we need the courier to investigate a lost parcel. If so, we will tell you why and when to expect our next update.
If you are not happy with our answer
Reply to our email and ask for a second review, and we will look at your complaint again from the start.
You can also get free, independent information about your consumer rights from the Competition and Consumer Protection Commission, Ireland's consumer body, at ccpc.ie.
Your statutory rights
Nothing in this policy limits your statutory rights, including your rights under the Irish Consumer Rights Act 2022 and the EU Consumer Rights Directive. Making a complaint to us does not stop you from taking any other step open to you in law. For how faulty, damaged and incorrect items are handled, see our refunds and returns policy.
Your personal information
We keep a record of each complaint and its outcome so we can spot and fix problems. We handle your personal information in line with our privacy policy.