Complaints handling policy

Last updated 23 September 2026.

How to complain

Email theteam@customersupport.care. Put your order number in the subject, explain what happened and say what outcome you are seeking. Include relevant photographs or tracking details.

What happens next

• We acknowledge the complaint within one business day.
• We aim to provide a reasoned response within five working days.
• If more time is needed, we explain why and provide an expected response date.
• A person not responsible for the original decision can review an unresolved complaint.

Records and privacy

We record the complaint, evidence, decision and outcome so we can resolve it and improve our service. The record is handled under our privacy policy.

External options

If we cannot resolve a consumer dispute, you may seek help from your state or territory consumer protection agency or an eligible court or tribunal. The ACCC provides information about consumer guarantees but does not resolve individual disputes. Nothing in this policy restricts a remedy available under the Australian Consumer Law.

Seller

Fluffee Company Australia, a division of BuyFactory Direct Pty Ltd, a wholly owned subsidiary of Caruso Consulting Co Ltd, Suite 307, Norwest Central, 12 Century Circuit, Norwest NSW 2153, Australia.