How can we help?Find the right answer
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‚Äôd like to do it; email, Twitter or even write to us it‚Äôs 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.
|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‚Äôll try to sort out your complaint while you‚Äôre on the phone. If this isn‚Äôt possible, the advisor will agree a course of action with you.
Email us at firstname.lastname@example.org
Activinstinct Customer Care Department
Step 2: Escalating your complaint
If you're not satisfied with our response, please ask for the issue to be considered again. You‚Äôll 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‚Äôs Online Dispute Resolution platform to have your complaint forwarded to an independent third party for review:
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‚Äôs website:
For PR/Marketing opportunities, you can call our main reception on 0161 767 1000
You can also change, add and delete address details during the checkout process. These will be saved after you've placed your order for future use.
If you'd still like to close your account, our Customer Care team can assist you with this. Simply contact us via our 'Contact Us' page.
You can register before you checkout by visiting the login page, choosing 'Register for an account' and following the required steps
You can register with us during the checkout process by choosing a password whilst you're entering your delivery details.
Once you're registered, you can benefit from storing your billing and delivery details, a quicker checkout process and access to your order history in the 'My Account' section.
If you've no longer got access to one of our emails, please contact our Customer Care team via our 'Contact Us' page.
You can register by entering your email address at the bottom of the page.
You can register by ticking the box 'receive promotional material' during the checkout process.
Signing up to our mailing list ensures that you're the first to learn of our promotions and special offers.
You can be sure that you're in a safe environment wherever you see the prefix 'https://' accompanied by a padlock at the top of the page.
We only use payment providers that require the same level of security as us.