Lee Franks

Hi Lee,

Apologies for the poor communication regarding the dispatch of your order. We recently onboarded a new fulfilment partner, which unfortunately resulted in temporary operational issues that affected our service levels. At the same time we found ourselves understaffed during our peak season, which led to the issues you faced. We know this is no excuse and acknowledge that this fell short of the experience we strive to provide for our customers in this instance.

Thank you for the feedback regarding the sustainability of the products and excessive packaging. In terms of packaging we work hard to try and find ways to make the packaging as sustainable as possible, however this also needs to be balanced against the need to adequately protect products in transit.

In terms of sustainability more generally, we work with the most sustainable and socially impactful brands we can find, however we acknowledge there is always more work to be done.

All the best,
Matt