Legal
Complaints
We acknowledge a complaint within one working day and answer within ten working days. One named person handles it throughout. Complaining never affects an order or the walls you own.
How to complain
Write to [email protected], or use the contact form and choose Complaint as the subject. Include your order reference or the email address you bought with.
You do not need to use a particular form of words, and raising a complaint never affects an order or the walls you own.
What happens next
- We acknowledge every complaint within one working day.
- A named person owns it from that point and you deal with them, not a queue.
- We give a substantive answer within ten working days, or explain why it needs longer and when to expect it.
- If we got it wrong we say so plainly and put it right, including a refund where that is the right outcome.
If you are not satisfied
Ask for it to be reviewed by a director, which is a fresh look rather than the same person answering twice.
You may also refer an advertising matter to the Advertising Standards Authority, a data matter to the Information Commissioner's Office, and a payment dispute to your card issuer or bank. We will not treat any of those as a reason to close your account.
How we use complaints
Every complaint is logged with its cause and its outcome, and the log is reviewed monthly. Where the same cause appears twice we change the thing rather than the wording.
Last updated 11 November 2026
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