Complaints handling policy

Last updated 14 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us.

Our commitment to our customers

We are committed to good service and a great customer experience. That means dealing with complaints efficiently and fairly, and working with you to find a fair resolution.

How to make a complaint

Email us at caseresolution@customersupport.care. So that we understand your complaint, please include your order number, the email address used for the order, what happened and the outcome you are looking for, with photos if they help. Please do not send card details. Your complaint will be recorded and passed to an appropriate person to act on.

How we handle complaints

Once we receive your complaint, we will do our best to respond as soon as possible. The person handling it will explain the steps taken to investigate and suggest fair and reasonable remedies to resolve the situation.

If you are not satisfied

Reply to the same email thread and ask for your complaint to be reviewed again. You can also contact NSW Fair Trading or the consumer protection agency in your state or territory. Privacy complaints can be made to the Office of the Australian Information Commissioner. Your rights under the Australian Consumer Law are not affected by this policy.

Handling your personal information

To help us improve, we keep a record of complaints and their outcomes. We handle your personal information in line with our Privacy Policy.