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Reviews

How we handle reviews

What we publish, the only reasons we decline a review, and how points for reviews work.

Every review on this shop is written by a customer and read by a person before it is published. This page sets out what we publish, the only reasons we decline a review, and how rewards points for reviews work.

We publish reviews whatever their rating

A one star review is published on exactly the same terms as a five star one. We do not decline, delay or hide a review because it criticises a product or us, and we do not edit what a reviewer wrote. If we want to respond, we reply publicly underneath it.

The only reasons we decline a review

  • Abusive: it attacks, threatens or demeans a person or a group.
  • Personal information: it includes a name, an address, a phone number or anything else that could identify somebody, including the person who wrote it.
  • Off topic: it is a question or a message for us rather than a review. We answer those directly instead.
  • Spam: advertising, links to other sites, or text that was not written by a person.
  • Not about the product: it reviews a different product from the one it is posted under.
  • Duplicate: the same review posted more than once. We publish one copy.

These rules apply in the same way to positive and negative reviews. When a review is declined we record which of these reasons applied.

Rewards points for reviews

If our rewards programme is running, a published review earns rewards points. The number of points is the same whatever the rating and whatever the review says, and there is a monthly limit on how many reviews earn points. A review declined for one of the reasons above earns none.

A review whose writer received points shows a note saying so, so that you can take that into account when you read it.

The full rewards terms are on our rewards page.

Verified buyer

The Verified buyer label means the review is linked to an order for that product placed with us. It is never added any other way.

If you think we got it wrong

If you think your review was declined unfairly, write to us through the contact page and a person will look at it again.