We are committed to providing all users with a positive experience in using our site. 

Our organizational philosophy includes a section on Customer focus first which says: 

We aim to provide the best possible user experience by putting the interests of our users first. It is only through excellent user experiences that visitors will come back and tell their friends. By always putting the visitors first we can be: The best place to shop online. 

We want to be known as a service that: 

• Provides a Hassle Free Return Policy

• Makes it easy for people to find their perfect product 

• Provides a secure, easy-to-use online product 

• Responds to suggestions from customers to improve our site 

• Is solution-oriented and works with our users to address problems 

• Provides fantastic customer service and sets an example in this way 

• Is courteous and professional at all times 

• Is consistent in our responses and the information we provide 

• Listens to our customers and takes all issues seriously 

• Apologizes when appropriate and is not afraid to acknowledge when we have messed up 

• Responds to every email we receive, and provides helpful and timely responses 

• Goes the extra mile – always asking ‘what else can I do?’ and ‘how can I do more?” 

• Delivers on its promises 

• Fixes everything twice – once when the problem first occurs and second by finding a way to stop the problem happening again

WHAT YOU CAN EXPECT FROM US 

Everyone can expect: 

• Courteous, professional and enthusiastic staff 

• Staff with the knowledge, authority and responsibility to deal with your enquiries or to be able to refer you to someone who has. 

• A solution-oriented focus when dealing with your questions and a commitment to working with you. 

• Confidentiality and respect for your privacy 

• All emails and phone calls will receive a prompt response in line with our standards 

• Clear and accurate information, and an easy-to-use service 

HOW YOU CAN HELP US 

Everyone can help us by: 

• Ask us first if you have any questions, don’t assume your problem can’t be solved 

• Telling us as soon as possible of any problems or potential problems 

• Treating our staff courteously 

• Providing feedback to enable us to improve our service 

• Providing accurate information in your dealings with us 

• Working with us to solve any problems you may have.