I really love the range and website and would much rather give my money to independents - and I was attracted by the initial 10% off for a product that I needed relatively quickly (about a month after initial purchase) so decided to purchase. Arrived very quickly and with a cute little note. As it happened - the risks of buying online! - when the product arrived I decided I would prefer to swap it for the same product but in a different colour. As my timescales are relatively tight I asked if, by sending back, the replacement would be likely to arrive by a certain date. Response was that if it was needed by that date then it would be safer to place a new order (to arrive within next couple of days) and return the unwanted one for a refund. The bit I just wanted to raise - and what makes the difference between a four- and a five- star review - is that I wouldn't have been able to take advantage of that 10% off if I did it that way (whereas if I had sent back for an exchange I wouldn't have had to pay the difference). So in order to ensure I was getting the best price and ensure I've got it in time for my trip, I've no option but to give up that discount. I guess what I would have loved to have heard was "Aah that might be cutting it a bit fine to do it via exchange - but we'll honour the initial 10% if you wanted to place a new order for the one you want today" - or "No worries, we'll try our best to expedite your return if you can get it to us this week". I appreciate margins are tight and you might want to guard against people taking advantage of that 10% and it won't stop me ordering again.