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Complaints Procedure

We take all complaints seriously and aim to resolve issues promptly and fairly.

Step 1: Raise Your Concern

• Speak directly with a member of staff in-store or contact us via phone or email.

• Provide as much detail as possible, including the nature of the issue, dates, times, and any receipts or supporting documents.

Step 2: Investigation

• Upon receiving your complaint, we will review and investigate it thoroughly.

• If more information is required, we may contact you to clarify details.

Step 3: Resolution

• Our team will aim to resolve most complaints within 5 working days.

• You will be informed of the outcome and any corrective actions taken to address the matter.

Escalation

If you are not satisfied with the resolution provided:

• You may escalate your complaint to the store manager directly.

• For unresolved issues involving third-party services (e.g., Hermes, Western Union), you may also contact the relevant regulatory body or service provider.

Feedback

We welcome all feedback either positive or negative, as it helps us improve our services and customer experience.
Your suggestions are always valued.

📌 Last Updated: 29 July 2025