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This page covers complaints — where we have done something badly and you want it put right — and abuse reports, where someone is using this store or our name for something it is not for. Both come to the same place, but they are handled differently.
Both go through the Contact page. The address to send them to, and a separate route for reports you would rather not send to the general inbox, will be published there before the store opens to orders.
You do not need an account, and for an abuse report you do not need to have bought anything. Nothing here is a form you have to fill in — a plain message with the details below is enough, and a report missing half of them is still worth sending.
Send it through the Contact page with the order number, what went wrong, and what you would like done about it. Complaints about a specific order are easier to resolve with the batch code to hand.
Useful to include, where you have it:
We acknowledge a complaint within 2 business days. We do not publish a resolution time: most complaints wait on a carrier's trace or a laboratory's re-test, and neither keeps to our timetable. What we do instead is tell you what we are waiting for and come back to you when it moves, rather than name a date we cannot hold.
Tell us if you become aware that someone is:
Reports can be made anonymously, and you do not need to be a customer to make one. Include whatever evidence you have — a listing, a screenshot, a batch code, a link. We investigate every report of this kind, because a forged certificate damages the one thing this store is built on.
We do not tell the subject of a report who made it. If you give us a way to reply we will use it only to ask you questions about the report and to tell you what came of it. If you would rather we did not reply at all, say so and we will not.
If a published certificate does not match the material you received, or a verification link resolves to a report that differs from what we show, tell us immediately and quote the batch code. We would rather hear it from you and investigate than have it stand. This is urgent regardless of order value or of whether you want a refund.
Where a report suggests something unlawful, we may pass it to the relevant authority.
If you are not satisfied with how a complaint was handled, say so and ask for it to be escalated. You may also have a right to take the matter to a consumer body or regulator where you live.