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This policy was last reviewed and updated on 28th October 2025.
We welcome customer reviews because they help future customers make informed choices and help us improve our products and service.
A customer review is any written or verbal opinion, rating, or endorsement posted on our websites, Trustpilot, social media, or third-party marketplaces that reflects a customer’s view of our products or service.
This policy outlines the standards, moderation rules, and legal obligations for customer reviews, in line with the Digital Markets, Competition and Consumers Act 2024 and the CMA’s Guidance on Fake Reviews (4 April 2025).
Reviews displayed on our website are automatically retrieved from Trustpilot using their API integration. Trustpilot hosts, moderates, and manages these reviews in line with their User Guidelines and Content Integrity Policy. If you would like to leave a review, you can do so directly on the Trustpilot website. We may contact customers to leave a review via Trustpilot.
This policy also applies to reviews or endorsements on third-party platforms such as Amazon and Bol.com, which have their own consumer review policies customers must follow.
Reviews on our websites are published directly from Trustpilot and include both positive and negative feedback, giving a fair and transparent view of customer experiences. We do not edit or filter reviews; any removals are made solely by Trustpilot in line with their policies.
Fake reviews are prohibited. These are reviews that are not based on a person's genuine experience, whether they be positive or negative. Reviews flagged or removed by Trustpilot for policy breaches will also be removed from our sites.
If you have concerns about a review, you should report it directly to Trustpilot or the site on which you saw it. Where appropriate, we may also request the third-party website to investigate a review that appears to breach their rules.
We may invite customers to leave a review on Trustpilot, but reviews are always voluntary. If we ever run an incentive to encourage reviews, this will be clearly disclosed and must comply with Trustpilot’s policies.
We recognise that social media content can influence consumer decisions. All influencer and creator reviews must be honest, transparent, and include clear disclosure of any payment, free products, discounts, or other incentives received from us.
Disclosures must be obvious, upfront, and easy to understand, in line with all relevant advertising and consumer protection laws in the country of publication. Reviews must reflect genuine experiences and must not contain false, exaggerated, or misleading claims.
We prohibit fake or manipulated reviews and do not request or approve any content that misrepresents our products or services. Influencer activity is monitored for compliance, and unclear or missing disclosures must be corrected immediately. Repeated breaches may result in termination of collaboration. When sharing influencer content, we ensure all required disclosures remain visible to consumers.
Please note that complaints are separate from customer reviews and are not handled through Trustpilot.
If you have a complaint about a product, delivery, or service, please contact our Customer Service team directly so we can resolve the issue quickly. Our team can be reached at 0330 065 4444 or at [email protected].
More information about our Complaints Policy can be found here.
Complaints raised in Trustpilot reviews may not reach us in time to be resolved. For the fastest support, please get in touch with us directly.
You are welcome to contact us with a complaint and also leave a review.
