Support
Two ways through, both to a person
No ticket portal, no chat robot, no form that disappears into a queue. An address and a number, answered by someone who can actually change something.
- Telephone
- +44 1676 535432
- When
- Monday to Friday, 09:00–17:00 UK time. Replies within one working day.
01
Getting a useful answer
What to send with a question about a reading
- 01The photograph you uploaded, or the reading itself if you still have it open.
- 02What the sock is made of, if the care label still says.
- 03How it is normally washed: temperature, how full the drum usually is, and roughly how much detergent goes in.
- 04Whether anything has already been tried on it — particularly bleach, because that changes what can still be recovered.
- 05Your water hardness, if you know it. Your water company publishes the figure for your postcode, and it is the single biggest thing the service cannot see.
None of it is compulsory. The first item alone is usually enough to tell us whether something went wrong at our end.
If you have anything like this to hand, photograph it beside the sock. A known neutral in the same frame is worth more than a better camera.
02
Scope
What we can help with, and what we will not do
We can help with
- A reading that looks wrong, or a photograph the service could not read at all.
- Anything about a charge, a renewal date, a refund or a cancellation.
- Deleting a photograph, a reading or your whole account.
- A copy of everything we hold about you.
- Something on the site that is unusable with the keyboard or a screen reader.
- An error in the distribution table. It is published, and it changes when it is wrong.
We will not
- Which detergent, bleach, softener or whitener to buy. No brand, no product, ever — see the AI notice for why.
- Whether a garment was badly made. This service reaches no conclusion about product quality.
- Supporting a return, a complaint, a warranty claim or a chargeback against a retailer or a brand. A reading cannot support one and may not be used for it.
- Testing your water, your machine or your fabric. Those are laboratory jobs and this is not a laboratory.
Cancelling
One button in your billing settings. You do not need to contact us to do it, and we will not ask you to.
A complaint
Come to us first. If we cannot settle it, your right to go to court is unaffected.