What happens after I report a fault?
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In short: once you have reported a fault, we raise a case and a member of our team will be in touch within two working days to look into it with you.
What to expect
We raise your case
When you report a fault to customer services, we log it and start looking into the best way to resolve it.
We get in touch within two working days
A member of our team will contact you to talk it through. We may ask for a little more information, or further photos, to help us understand the issue.
We assess and agree a resolution
We assess the fault, sometimes arranging for a technician to inspect the item, then agree the right outcome with you. See my item has a fault, what will you do?
Good to know
Please leave the item as it is and do not attempt a repair yourself, as repairs by anyone other than us are not covered by the warranty.
Related questions
Reported a fault and waiting to hear back?
If you have any questions in the meantime, our customer services team is happy to help.
Call 07399 438 386 (9am-5pm, Monday to Friday), or email customer services.
