Review Policy
Last updated: August 2026
We publish customer reviews so you can see what other people actually thought of a product before you buy it. This page explains where those reviews come from, what we check, and the very limited circumstances in which we remove one.
Who can leave a review
Only customers who have bought the product. After your order has been delivered we email you a personal link for each product you bought, and that link is the only way to submit a review. We don’t accept reviews from people who haven’t purchased the item, and there is no open “write a review” form on our product pages.
You don’t need an account, and you don’t need to log in. Each link works once for one product on one order.
“Verified purchase”
A review is labelled Verified purchase when we can connect it to a specific order for that product. Because every review currently comes from a link we sent after delivery, that connection is a matter of record rather than something the reviewer tells us.
If we ever publish a review that we can’t connect to an order — for example one collected in store — it simply won’t carry the label.
Incentivised reviews
We do not currently offer anything in exchange for a review. If that ever changes, any review written in response to an incentive will be clearly labelled Incentivised review wherever it appears, and the offer will be stated in the email that requested it.
An incentive is never conditional on leaving a positive review, and we never ask for one.
How reviews are checked
Every review is read by a member of our team before it appears. We are checking for a short list of specific problems, not for whether we like what it says:
- Abusive, discriminatory or threatening language
- Content that identifies someone, including staff or other customers
- Spam, advertising or links to other sites
- Reviews that are clearly about a different product
- Anything unlawful, or that would put us in breach of the law to publish
Checking usually takes a couple of working days. A review that passes is published as-is — we don’t edit the wording, correct the spelling or soften the tone.
Negative reviews
We publish critical reviews on exactly the same terms as positive ones. A low rating is not a reason to reject, delay or hide a review, and our moderation process does not look at the star rating when deciding whether something can be published.
Where a review raises something we can address, we may add a public response underneath it. That response is clearly marked as coming from WYE, and it never replaces or alters what the customer wrote.
Removing a review
A published review can be taken down if it turns out to breach the rules above, if the customer asks us to remove it, or if we are legally required to. Every removal is recorded internally with a reason and the person who made the decision, so the history of any review can be reconstructed.
We do not remove reviews for being unfavourable, and we do not remove reviews at the request of a manufacturer or supplier.
How ratings are calculated
The average shown on a product page is the mean of every published review for that product, rounded to one decimal place. Reviews awaiting checks, rejected reviews and removed reviews are excluded from both the average and the total — the number you see always describes exactly the reviews you can read.
A product with no published reviews shows no star rating at all, rather than an empty or zero-star one.
Product variations
Where a product comes in several colours or finishes that are otherwise identical, reviews are shared across them — someone’s experience of the black one tells you just as much about the grey one. Where versions differ in a way that materially affects the product, such as capacity or specification, they are separate products with separate reviews.
Your privacy
Reviews are published under a shortened name — your first name and the initial of your surname, for example “Adam H.”. We never publish your full name, your email address or your order number. You are told exactly how you will appear before you submit.
We hold your email address against the review internally so we can connect it to your order and contact you if there is a problem with it. You can ask us to remove your review at any time.
Review request emails
We send one request roughly a fortnight after delivery, and at most one reminder after that. We send them to everyone who bought the product, not only to customers we expect to be happy. Every request contains an unsubscribe link, and unsubscribing stops review requests without affecting order confirmations or delivery updates.
Getting in touch
If you think a review breaches this policy, or you want your own review amended or removed, contact us and we’ll look into it.