What do we mean by vulnerability?

Vulnerability is not a fixed state, and it is not a label we would ever use to describe a customer. It simply describes circumstances that can, temporarily or over time, make it harder for someone to engage with a business, make informed decisions, or ask for help when they need it.

Those circumstances might include:

• a physical or mental health condition, whether short-term or long-term
• a significant life event such as bereavement, serious illness, relationship breakdown, or job loss
• financial difficulty or anxiety around spending
• a disability that affects how you communicate, read, or process information
• low confidence or difficulty with digital technology
• a language barrier
• older age or cognitive changes that affect memory or decision-making

These are just examples. Vulnerability takes many forms, and we do not expect you to fit a category or explain yourself in any particular way. If something is making it harder for you to shop with us or to resolve an issue, please simply tell us — we will take it from there.

What we will do

We are a small, close-knit team. When you contact us, you will speak to a real person who will read your message carefully and respond thoughtfully. We do not use automated responses for complaints or sensitive enquiries.

Where you let us know that you need additional support, we will do our best to:

• communicate with you clearly and without jargon, at a pace that suits you
• give you more time to ask questions before completing a purchase or reaching a decision
• offer alternative ways to contact us if the website or email feel difficult
• be flexible about timescales for returning items or resolving an issue
• ensure that any financial arrangement — including a Klarna payment plan — is clearly explained and that you feel confident before proceeding
• treat any information you share with us in confidence, with sensitivity and respect

We will never pressure you, rush you, or make you feel that your circumstances are an inconvenience.

A note on Klarna

We offer Klarna as a Buy Now Pay Later option. We want to make sure that anyone considering using Klarna feels fully informed before doing so. If you have any concerns about whether a deferred payment arrangement is right for your current circumstances, please speak to us first — we are happy to talk it through, and there is never any obligation.

If you are already in a Klarna payment plan and are finding it difficult to manage, please contact Klarna directly. Their customer support team can discuss options with you, and independent free advice is available from:

• StepChange Debt Charity — www.stepchange.org or 0800 138 1111 (free, 24/7)
• National Debtline — www.nationaldebtline.org or 0808 808 4000 (free)
• Citizens Advice — www.citizensadvice.org.uk or 0808 223 1133 (free)

Accessibility

We are committed to making our website as accessible as possible. If you are experiencing difficulty using our website because of a disability, impairment, or any other reason, please contact us and we will do our best to assist you directly. Our full Accessibility Statement sets out what we are working towards and how to report any issues you encounter.

Mental health and emotional wellbeing

Sometimes a difficult period in life can affect how we spend, what we buy, or how we feel about a purchase we have made. If you are going through a hard time and need to return something, cancel an order, or simply need us to be patient, please say so. We will always try to be kind.

If you are struggling with your mental health, we encourage you to reach out to people who are trained to help:

• Mind — www.mind.org.uk or 0300 123 3393
• Samaritans — www.samaritans.org or 116 123 (free, 24/7)
• Shout — text SHOUT to 85258 (free crisis text line, 24/7)

Bereavement

If you have recently lost someone and need help managing an order, a return, or an account that belonged to them, please contact us. We will handle your enquiry gently and without unnecessary formality. We are sorry for your loss.

Get in touch

You do not need to explain everything at once, and you do not need to use any particular words. Just tell us that you need a little more support and we will take it from there.

If your concern relates to a complaint, our full Complaints Policy explains how we handle these and what to expect from us at each stage.