If something has gone wrong, we would rather hear it than not.
Step 1 — tell us. Email support@2ndstimearound.co.uk with your order number and what happened. We acknowledge complaints within one working day.
Step 2 — we investigate. We aim to give you a full answer within five working days. Where a carrier or supplier is involved it can take longer; we will tell you if so, and keep you updated rather than going quiet.
Step 3 — escalation. If our answer does not resolve it, reply and ask for the complaint to be escalated. It will be reviewed by someone who has not handled it before.
If we still cannot agree. You may contact Citizens Advice for independent guidance on your consumer rights, or your card issuer where the dispute concerns a payment. Nothing in this procedure limits your statutory rights or your right to take legal action.