Complaints handling policy

Last updated 7 September 2026. This page is reviewed periodically; if anything here is unclear, ask us before you order.

If something has gone wrong, tell us. Most complaints are a delivery that has not arrived or a product that is not what was expected, and both are usually sorted the same week.

How to complain

Email theteam@customersupport.care. Put your order number in the subject line, tell us what happened and what you would like to happen. A photograph helps where the problem is with the product itself.

What we do with it

• We acknowledge it within one business day.
• We answer within five working days, or tell you why it needs longer and when to expect a decision.
• If we got it wrong, we say so and put it right.

If we cannot agree

You can take a consumer dispute to the Disputes Tribunal, which handles claims without needing a lawyer. The Commerce Commission at comcom.govt.nz enforces the Fair Trading Act 1986. Your guarantees under the Consumer Guarantees Act 1993 are not affected by anything in this policy.

Who you are dealing with

The Fluffee Company New Zealand, a division of BuyFactory Direct Pty Ltd, a wholly owned subsidiary of Caruso Consulting Co Ltd, 8 Commerce Street, Auckland CBD, Auckland 1010, New Zealand.