Reviews Policy
This policy sets out our approach to reviews and ratings that are published on our site and how we manage them.
How do we collect our product reviews?
We partner with Feefo who collect and moderate our reviews in accordance with their policy on Compliance and Authenticity Checks. Once you’ve made a purchase, we send customers an email inviting them to leave a product review by giving a star rating from one to five and describing their experience with us. Simply follow the steps outlined in the email to share your experience. This process ensures our reviews are written by real customers, thereby reinforcing the integrity of genuine customer feedback and giving you feedback you can trust. You may also see verified customer reviews collected from a third party, such as a direct to consumer product brand. These will always be labelled separately.
How our moderation process works
Submitting and publishing fake or misleading reviews are strictly prohibited under this policy. Our reviews are independently moderated by our third-party provider, Feefo, to ensure the content displayed is authentic. A combination of software tools and algorithms are used to automatically and manually detect non-compliant reviews.
Incentivised reviews
Transparency is important to us. We do not offer any incentives to our customers in exchange for a product review. However, reviews published on our site by a third party, may provide a customer with a free product or sample in exchange for leaving their genuine feedback. This will be treated as an incentivised review and labelled as such.
Submitting a review
We request that you follow these guidelines when writing a review to ensure reviews you leave are an honest and factual account of your purchase. Please ensure:
Your review is always genuine, even if you receive an incentive, and relates to the correct product.
You focus on the product or service purchased.
You keep to the true facts; avoid accusations and personal insults.
Your review is consistent with the overall rating you are giving.
You must NOT:
Make false, inaccurate or misleading comments about the product or service you have received.
Leave a review without disclosing any incentive you have received.
Leave a review for products you have not purchased or used.
Include personal information about yourself or anyone else.
Post irrelevant content such as a review left on an unrelated product.
Include spam, advertising or marketing of other shops or websites.
Use profanity, offensive, sexually explicit, abusive, hateful or discriminatory language.
Include content that is illegal.
If a review is suspected to be fake, misleading or contain the above banned content such as an undisclosed incentive, spam, profanities or discrimination it will be removed.
All reviews, regardless of the ratings and whether they are positive or negative, are treated the same. If you have a complaint this will not preclude you from also leaving a review, which will always be published providing it complies with the rules above.
What to do if you find a suspicious review
If you found a review you feel should not have been published this can be reported to us. Every review flagged is investigated.
By posting or submitting a review through our partner Feefo, you agree to adhere to this policy. This might change from time to time.