Customer Care. Terms & Conditions Privacy. Wholesale Inquiries
"Every customer, every time: everybody matters."
Our customers are very important to us and we aim to provide high quality services, exceed customer expectations and delight our customers.
We will treat you as individuals, listen carefully to you, be sensitive to your needs, and take ownership of problems so that you can be confident that someone is dealing with your issue
What customers can expect from us
Be friendly, polite, helpful, attentive and considerate at all times
Provide accurate and clear information
Use plain English and avoid jargon or technical terms
Be open and honest about what we can and cannot deliver
Get back to you when we say we will, and advise you of our progress when we are taking longer than anticipated to address an issue.
We always aim to get it right first time, every time, so that you don’t have to keep contacting us about the same issue.
We aim to ensure we understand the real problem. Not only help to fix it but also to ensure that we get to the root cause of the issue to avoid it keep happening again.
We always promise to make it easy for you to contact us and to respond to ‘phone calls, emails, letters and other requests for service as quickly as possible. Our priority is always to deliver a quality service and this can take time. We will do everything we can to keep in contact with you, if it is necessary to do so, and keep you informed of progress.
If we have no choice but to pass your enquiry on to someone else we will tell you who will be dealing with it. We will support you to get the help you need.
If your enquiry cannot be dealt with at the time you contact us, we will make sure you know what is happening and when you can expect to receive further contact from us.
We will always make our services, offices and information as accessible as possible to all our customers
Privacy & Safety
What type of information do we collect?
We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile.
How do we collect information?
When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.
Why do we collect such personal information?
We collect such Non-personal and Personal Information for the following purposes:
To provide and operate the Services;
To provide our Users with ongoing customer assistance and technical support;
To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages;
To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services;
To comply with any applicable laws and regulations.
How do we communicate with your site visitors?
We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail.