Approach to Fake Reviews and Incentivised Review

A review is about a product, a trader or any other matter relevant to a transactional decision. A fake review means a customer review that purports to be, but is not, based on a person’s genuine experience. It can be positive or negative.

NOTHS has a zero tolerance policy on fake reviews. This means fake reviews - whether positive or negative - are banned from our website and/or app (“Website”).

To help combat any fake reviews from appearing on our Website, we work with Feefo, a trusted independent customer feedback forum.

An incentivised review means a person has been commissioned to provide the review. NOTHS does not allow incentivised reviews.

How can I submit a review?

When you shop with us, you will receive a short survey email from Feefo following the dispatch of your item(s) asking you to rate your experience with us. This gives you the chance to tell us anything at all – be it good or bad. The important thing is to be honest in order to help us, our sellers and improve your future shopping experience. You will be asked to rate the purchased item(s) as well as the overall service you received, choosing to rate each one out of five stars and add a comment if you wish. Product ratings and reviews are displayed on the product page.

What should I include in my review?

Your review is at your discretion. However, we recommend the following best practice guidelines:

DO

- Be honest
- Keep it factual about the product and the service receive
- Be descriptive whilst making sure it’s not too long so other consumers can get the info
they need quickly

DON’T

- Don’t include any personally identifiable information about you or others;
- Don’t include any information which would be considered obscene, discriminatory, offensive, hateful or threatening

By submitting a review, you agree that you own all the intellectual property rights associated in the content of the review and hereby grant NOTHS an irrevocable, worldwide, royalty-free, perpetual licence to use, modify, copy, distribute any such content for any purpose.

How are reviews displayed?

Reviews are displayed in chronological order, starting with the most recent review.

Negative Reviews vs. Complaints

Reviews are separate and independent from any complaints process. We will not treat a negative review as a complaint to avoid publishing it.

To make a separate complaint, please contact our Customer Services team on [email protected].

How do I report a fake review?

If you suspect a review on our Website is fake, please contact our Customer Services team on [email protected] who will investigate further. If the findings of our investigation show that this is a fake review, we will make sure we take down the review and request the same from Feefo.

By posting or submitting a review about your purchase via Feefo, our approved third-party review site, you agree to adhere to this Policy and to allow us to publish such reviews on our Website. We reserve the right to update this Policy from time to time to ensure compliance with the law.

Approach to Ratings

Brand Ratings

When you see a reference to “brand rating” this refers to the overall rating a seller has from sales made on Not On The High Street’s Website. It is an average rating of all of the ratings, positive or negative, received across all the seller’s product on our Website.

Product Ratings

When you see a reference to “product rating” this refers to the average rating a specific product has, positive or negative, from sales on Not On The High Street’s Website.

Most Loved

A “Most Loved” badge is awarded to products that rank highest on our weighted customer-rating score (balancing the specific product star rating vs. specific product review volume) on our Website . Brand ratings do not influence obtaining a “Most Loved” badge on a product as they are not related to the products themselves.

To ensure fairness, NOTHS uses a weighted average to decide which products earn a “Most Loved” badge formula to calculate product ratings that lead to a Most Loved badge. This means we consider both the rating scores and the number of reviews. A product with fewer but consistently high ratings has the same chance of being recognised as one with many positive reviews. This way, newer products or those with fewer reviews aren’t disadvantaged compared to long-established bestsellers. If you’d like more information, please contact [email protected].

The data which determines “Most Loved” products is refreshed on a daily basis and “Most Loved” badges on products are adjusted accordingly.

Top Brands

A 'Top Brand' badge recognises brands that consistently deliver outstanding customer experiences and service. To qualify as a 'Top Brand', a brand must have a minimum of 20 brand reviews and meet and maintain the following criteria in each calendar quarter (determined as January to March; April to June; July to September and October to December):

- A Brand Rating of 4.6 or over;
- Meet a minimum sales threshold of 5 units sold or £100 generated on the brand’s storefront in that quarter;
- Respond to 80% of all product enquiries within 24 hours;
- Accept all valid orders; and
- A customer score based on Feefo’s survey of at least 90% for:

• “products are as advertised”, with a minimum of 5 scores

• “products arrived on time”, with a minimum of 5 scores

If you’d like more information, please contact [email protected].

How do I report issues with ratings or contact you further?

If you wish to suspect a rating on our Website is inaccurate, please contact our Customer Services team on [email protected] who will investigate further. If the findings of our investigation show that this is inaccurate, we will take appropriate action to rectify this.

If you wish to contact us on our reviews or ratings generally, please contact our Customer Services team on [email protected].