Reviews policy

Only a customer who bought the product and had the order delivered can review it. We check that against the order itself, not against anything the reviewer tells us, which is what the “Verified purchase” label on a review means.

We do not write reviews ourselves, we do not buy them, and we do not publish reviews supplied by a manufacturer or a third party as though a customer here had written them.

If we invite you to review an order, every customer with a delivered order is invited on the same terms. We never choose who to invite based on how satisfied we think you are, and we never offer a discount, entry or reward in exchange for a review or for a particular rating.

Reviews are checked before they appear, so there is a delay between submitting one and seeing it published. Checking is about conduct, not opinion: we look for abuse, fraudulent or off-topic content, personal information, and anything unlawful.

A review is never rejected for being critical, and a low rating is never held longer than a high one. Where an automated tool assists this check, a person makes the decision to remove a review.

We will remove a review that:

• is abusive, harassing, discriminatory or threatening
• reveals someone’s personal information
• is not about the product, or is advertising something else
• we have adequate grounds to believe is fake or not from a genuine purchaser
• infringes someone else’s rights, or breaks the law

We do not remove a review simply because it is negative, because it disputes a claim we have made, or because it cost us a sale.

You can edit your own review for a limited period after submitting it, and you can remove it at any time. An edited review is shown as edited.

We may reply publicly to a review. A reply is shown as coming from the store and never replaces or alters what the reviewer wrote.

The star rating and review count on a product are calculated from every published review of that product — not from a selected subset, and not weighted in favour of higher ratings. You can sort reviews from lowest rating just as easily as from highest.

Reviewers are shown without their full name to protect their privacy. Where a summary of reviews is generated automatically, it is labelled as such.

Tell us through our contact page and say which review and why. If it breaks the rules above we will remove it. If it is simply unfavourable, it stays, and we may reply to it instead.