Complaints Process

New Complaints

f you have a complaint, please contact us so we can put it right.

You will need to provide your full details and detailed informations about your order.

  1. Email:
  2. Call us at: +44 7786 551851 or at: +1 302 601-0356.
  3. Write to us at: 
  • 71-75 Shelton Street, WC2H 9JQ, London, United Kingdom.

or at : 

  • 304 S. Jones Blvd, Las Vegas, NV 89107, United States.

Please note, complaints by email should only be directed to the above e-mail address, to ensure they are dealt with as quickly as possible. Any complaints directed to general emails or individual’s email address, may not be handled as promptly.

How long will it take to resolve my complaint?

We aim to resolve all complaints as quickly as possible.
Complaints handled by our Contact Centre are usually resolved within 3 business days from receipt.
If our Contact Centre is unable to resolve your complaint, it will be passed to our Complaint Resolution Management Team, who will acknowledge it within 5 business days.

We’ll keep you informed at each stage of your complaint. In most cases you’ll receive our final response within 3 weeks from receipt. The actual time it takes to resolve things fully will depend on the complexity of the issue.
If we’re unable to resolve your complaint within 4 weeks, we’ll explain the reason why and tell you when we expect to be able to resolve it.

Existing Complaints

If you’ve already spoken to someone about your complaint and they haven’t been able to resolve it, our Complaints Resolutions team can step in. To speed things up, please kindly provide:

Your name, address, phone number, and the details about your complaint.

Subject : “Existing Complaint [Number of your order]”
And then you can explain details about your complaint and we’ll get back to you shortly about the status of your request.

It’s unlikely that you’ll be dissatisfied about our customer service; Hence, In the unlikely event that you remain dissatisfied with our response to any complaint, you can use the following form, and it will be escalated directly to Complaint Resolution Team Managers.

Please do not use this form unless you have given us the opportunity to resolve it first.

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