Item received were damaged due to poor packing. They let the metal items clashed and both got scratch. Given the price, I definitely don’t want them. I paid for premium delivery service. Now they simply asked me to go to store and exchanged myself. They didn’t consider customer time and cost for their own mistake (bad packing skills). Alternatively, I had to wait for their label then bring to pickup point then wait for them. I believed I didn’t pay the next day delivery for this hassle. They don't think why customers want next day delivery and paid to get it early. they assume it's totally fine to ask customers to fix themselves, wait for another week. No sincere apology as well. Also, I waited for them the whole evening but no label is sent/received. I contacted them again, and checked both my spam and inbox. I was answered by their customer service team lead (Chelsea, interesting, I saw her name in another angry review) so I supposed it was their top notch service quality already. She simply told me to check again. I finally found it was in Gmail trash (not even spam) because Gmail detected malware and asked me not download their email. Ok, I try to briefly read the instructions without downloading them first. Their return process is me, preparing the box, removing all the labels, printing the email, cutting the label, safely bringing them back for them and waiting again. I don't have a car and there is no direct public transport to their nearest location. I believe they don't even care about how heavy the stainless steel cookware is and it's WINTER. I think it’s enough. With this customer service, I don’t think I could trust the 25y guarantee they say. Extremely disappointed. Our day is ruined.