Customer Service
You shouldn’t have to fight to get help. Our customer-service team is small, UK-based and friendly.
Get in touch
| For | Use | Response |
|---|---|---|
| General questions, product advice | support@retailssupp.com · 01856 850177 · Live chat | Within 1 working day |
| Returns & refunds | returns@retailssupp.com | Within 1 working day |
| Privacy & data requests | privacy@retailssupp.com | Up to 1 calendar month (UK GDPR) |
| Complaints | See our Complaints Procedure | Acknowledgement within 3 working days |
Opening hours
Monday–Friday 09:00–17:00 GMT (excluding UK bank holidays)
Our service promises
- Honest answers — if we don’t know, we’ll say so.
- No bots for first response — a human reads every email and chat message during opening hours.
- A clear next step within 24 hours, even if the full resolution takes longer.
- No deflecting to a different department — whoever picks up your message stays on it until it’s resolved.
Service-level summary
| Channel | Response target | Resolution target |
|---|---|---|
| Phone | Immediate during hours | Same call where possible |
| Live chat | < 5 minutes during hours | Same conversation where possible |
| 1 working day | 3 working days | |
| Damaged-item claim | 1 working day | 5 working days |
| Refund processing | 2 working days from return | 14 days max (statutory) |