Customer Care

Customer Care


Our Customer Care team are on hand 24 hours a day to offer advice and support during or after you've placed your order


You can contact us...

By Email
Our email address is customercare@activinstinct.com
Ensure you give us your order number for a quicker resolution.

On Twitter
Contact our dedicated Twitter Customer Care team using the Twitter handle @ActivHelp. Ensure you tweet your order number for a quicker resolution.

Customer Care

  • Customer Charter

    • We hope that you are pleased with any purchase you have made. Sometimes however things do not go according to plan and if you feel that we have not lived up to your expectations, or that we could improve our service in some way, please let us know.


      What you can expect from us
      We will make it as easy as possible for you to contact us however you’d like to do it; email, Twitter or even write to us it’s up to you.
      Polite, professional and enthusiastic staff who will greet you in a friendly way and identify themselves by first name.
      We will make sure our staff are trained well enough to deal with your enquiries the first time you contact us.
      Confidentiality and respect for your privacy.

      How you can help us
      Give us all the information we need to help you. Let us know if you have any special needs. Be polite to our staff and show them the same respect they will show you. By giving us feedback on how well we are doing to we can improve the way we help you.

      Activity Turnaround
      Your telephone call We aim to answer your telephone call within 30 seconds
      Your email We aim to answer your email in 24 hours
      Your letter We aim to respond to your letter within 7 working days

      How to complain if something goes wrong

      Complaint Handling and Feedback
      Step 1: Contact Us
      If you call us, we’ll try to sort out your complaint while you’re on the phone. If this isn’t possible, the advisor will agree a course of action with you.

      Email us at customercare@activinstinct.com
      By Post:
      Activinstinct Customer Care Department
      Hollinsbrook Way
      Pilsworth
      Bury
      BL9 8RR

      Step 2: Escalating your complaint
      If you're not satisfied with our response, please ask for the issue to be considered again. You’ll have the opportunity to discuss the issue with our Customer Champions Team

      If you are dissatisfied with our handling of your complaint, you can use the following link to access the EU’s Online Dispute Resolution platform to have your complaint forwarded to an independent third party for review:
      www.webgate.ec.europa.eu

      If your complaint has been escalated and you remain unsatisfied with our response, you may contact the Retail Ombudsman in order to seek an independent review of our handling of your complaint. The following link will take you to the Retail Ombudsman’s website:
      www.theretailombudsman.org.uk
  • What are your opening hours?
    • We'll answer your calls and repond to your emails and tweets 24 hours a day, 7 days a week.
  • Careers at Activ Instinct and the JD Group
    • Visit our Careers page for a list of all our vacancies. More info
  • Head Office Information
    • Our Head Office address is:
      Activinstinct
      Edinburgh House
      Hollinsbrook Way
      Bury
      BL9 8RR

      For PR/Marketing opportunities, you can call our main reception on 0161 767 1000

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We accept the following payment methods
 Visit our corporate website at   www.jdplc.com Copyright © 2018 Activinstinct, All rights reserved.
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