Complaints handling policy

Last updated 24 September 2026.

How to complain

Email theteam@customersupport.care. Put your order number in the subject, explain what happened and say what outcome you are seeking. Include relevant photographs or tracking details.

What happens next

• We acknowledge the complaint within one business day.
• We aim to provide a reasoned response within five working days.
• If more time is needed, we explain why and provide an expected response date.
• A person not responsible for the original decision can review an unresolved complaint.

Records and privacy

We record the complaint, evidence, decision and outcome so we can resolve it and improve our service. The record is handled under our privacy policy.

External options

If we cannot resolve a consumer dispute, you may seek independent guidance from the Citizens Advice consumer service or pursue a remedy through a court with jurisdiction. Nothing in this policy restricts a remedy available under the Consumer Rights Act 2015 or other applicable United Kingdom consumer law.

Seller

Fluffee Company UK, a division of Caruso Consulting Co Ltd, 33 Queen Street, London EC4R 1AP, United Kingdom.