How do you handle complaints?Updated 14 days ago
We take all complaints seriously and aim to handle them fairly, professionally, and in line with our policies.
Our goal is to understand your concern, review the situation carefully, and provide a clear and consistent outcome.
How we handle complaints
When a complaint is received:
- We review all relevant details of your order
- We assess the situation based on our policies and product guidelines
- We may request additional information, such as photos or clarification
- We provide a response with the outcome and next steps
Each case is handled individually to ensure a fair assessment.
What we may ask for
To properly review your complaint, we may request:
- Your order number
- Clear photos of the item (if applicable)
- A detailed explanation of the issue
This helps us assess the situation accurately.
What you can expect
You can expect:
- A professional and respectful response
- A clear explanation of our decision
- A resolution based on our policies and Australian Consumer Law
Important things to understand
- Not all concerns qualify as faults or issues
- Factors such as personal preference, colour variation, or normal wear are not considered faults
- Outcomes will always align with our policies
If you are not satisfied
If you feel your concern has not been fully addressed:
- You can reply to your existing email
- Request a further review of your case
We will reassess your enquiry to ensure it has been handled correctly.
Our approach
We aim to:
- Be consistent and fair across all cases
- Protect the quality and integrity of our products
- Provide clear communication at every step
Our recommendation
To help us resolve your complaint efficiently:
- Provide all relevant details in your initial message
- Include photos where applicable
- Clearly explain your concern
Important
All complaints are handled in line with our policies. Outcomes are based on the condition of the item and the nature of the issue.