A real person answers.

How to reach us

If you bought from us on a marketplace, messaging us through that marketplace is usually fastest, because your order details come attached and we can act on them straight away. Emailing us directly works just as well.

What to include

None of this is required. It just means we can usually fix things in one reply instead of three.

• The order number, and which marketplace you bought from
• The product name, and how many you ordered
• What went wrong, and what you'd like us to do about it
• Photos, if something arrived damaged or looks wrong

Common situations

It hasn't arrived

Check the tracking on your order first, since the marketplace updates it faster than we can. If tracking has stalled or the delivery date has passed, tell us the order number and we'll chase the carrier and get you a replacement or a refund.

It arrived damaged or it's the wrong item

Send us a photo along with the order number. We don't ask you to prove much here. If the product isn't what the listing described, that's our problem to fix, not yours to argue.

You want to return it

Start the return through the marketplace you bought from, because their returns process is what governs the order and it's the fastest route to your refund. If it stalls or the option isn't there, write to us and we'll sort it out from our side.

You think the product isn't genuine

Tell us immediately and include the order number. We'll trace that unit back to the invoice we bought it on, refund you, and take it up with the supplier. We'd rather hear this and be wrong than not hear it.

If we haven't sorted it out

If you've written to us and you're not happy with how it went, reply to the same thread and say so plainly. It comes back to an owner, and there's nobody above us to escalate to. If we got something wrong, we'd rather hear it from you than read it in a review.