Do you have a query about an order, return or delivery? Check out our FAQS and Customer Service Pages. We think we've covered just about everything you need to know. Still need help? Call us on 0333 188 1193! Be sure to have your order number ready so we can help you as quickly as possible.
Please email firstname.lastname@example.org and we will aim to reply within 48 hours. Alternatively ring our customer care team on 0333 188 1193. Please do not ring our stores about online orders, they will only direct you back to email and contact number above.
While we do hope that you are pleased with any purchase you have made, we appreciate that sometimes things just don’t go according to plan,
and if you feel that we could have improved our service somewhere along the line, then please let us know.
You can access our customer care teams, 5 days a week
using whatever method you prefer - online, Twitter, Facebook, or even by letter.
To be polite, professional and enthusiastic. Our staff
will always offer a friendly greeting 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:
Provide us with 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.
We welcome any and all feedback, and are always seeking
to improve the way that we help you.
Your online form - We aim to answer your email in 48 hours
Your letter - We aim to respond to your letter within 7 working days
How to complain if something goes wrong:
STEP 1: CONTACT US
Always approach a manager - We have empowered our Managers to make a number of decisions about your purchase
The Store Management can agree that there is a genuine
manufacturing fault and either exchange the item for another, offer a gift card or issue a full refund.
The Store Management can disagree that there is a
genuine manufacturing fault and therefore not progress the return.
If the store management is uncertain if the item has a
manufacturing defect, or is over 90 days old, they have the option to send it to our Returns Department for an Inspection.
If your complaint does not relate to a purchase, or you are not in agreement with the decision made by the store, please contact us using
one of the following options.
wellgosh Registered Head Office
STEP 2: ESCALATING YOUR COMPLAINT
If you are dissatisfied with our handling of your complaint, you can click on this link to access the EU’s 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.
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