Complaints Handling Policy

Last updated 21 October 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.

Our commitment

We want to deal with complaints efficiently and fairly. We would rather hear about a problem than have you go away unhappy.

How to make a complaint

Email us at theteam@customersupport.care. Please include your order number and as much relevant detail as you can, including photographs if the issue is with the goods. We do our very best to respond to support emails within 24 hours.

How we handle it

Your complaint is recorded and passed to a person to deal with. They will reply setting out the steps taken to look into it and suggesting a fair and reasonable way to resolve it. If something is going to take longer than expected, we will tell you.

If we cannot resolve it

If you are still not satisfied, you can contact the fair trading or consumer affairs agency in your state or territory, such as NSW Fair Trading, or the Australian Competition and Consumer Commission at accc.gov.au, or take a claim to your state's small claims tribunal. If your complaint is about how we have handled your personal information, you can also complain to the Office of the Australian Information Commissioner at oaic.gov.au.

Your rights

Nothing in this policy affects your legal rights, including your consumer guarantees under the Australian Consumer Law, however a complaint is resolved. See our Refunds & Returns page for how returns and refunds work in practice.