Support
A person answers these
There is no ticket portal and no chatbot in front of us. Email is the fastest route and we aim to reply within one working day, Monday to Friday.
Contact
Telephone lines are open 09:00–17:00 UK time, Monday to Friday. Email is answered faster.
Postal address and company details: legal information.
What to write about
A read looks wrong
Send us the read and, if you can, one more photograph with the light coming in low from the side. A person will look at it. This is often how the underlying table gets corrected, so it is worth your time and ours.
A charge you did not expect
Email from the address on the account with the date and the amount. We will look it up and reply within one working day, and if we got it wrong we refund it without argument.
Cancelling
Billing, then Cancel subscription. If you cannot reach the page, email us from the account address and we will do it for you the same day.
Getting your data out, or deleted
Both are buttons on the billing page. If you would rather we did it, ask and we will confirm when it is done.
Something on the site is in your way
Accessibility problems are treated as bugs. Tell us the page and what happened, and we will tell you what we are doing about it.
Anything else
There is no category we will not read. Write in your own words; you do not need to fit it into one of these.
Before you write
If it is about a read, the single most useful thing you can attach is a second photograph taken with a lamp held almost flat against the cloth, close enough that the weave fills the frame, including the edge of the design. That is where nearly every tell lives.
Complaints
We acknowledge a complaint within two working days and aim to resolve it within fifteen. The full route, including what to do if we cannot agree, is on the legal information page.