First time ordering from this company, placed an order as a gift as I'm in Australia & used paypal to check out. Forgot to change the address from my own, realising just too late as I hit 'pay'! Immediately went back on the website, sent them an email, went to the 'help' section & they say you can change the address within 30 mins (which I was). Wouldn't let me change it (message saying the 30min window was expired - this was within 20mins). Emailed again. Eventually (3.5 hours later) got a reply from them saying they can't change it at their end either, because '30 mins', and they tell me you need to be a member to change anything on your order on the website (but now too late). Called them (from Australia); still can't change the address even then. Offered me a re-order to a new address with 'bonus' free delivery - no refund, ie. I'd still be paying twice! Refused any refund (which is part of the T&C for personalised stuff to be fair). Eventually agreed that half of the order could be dispatched to the new address with no extra charge, as it hadn't been 'produced' yet. Took a lot of back & forth behind the scenes to the manager to get that! I couldn't speak to a manager myself - would have to wait for a 24hr call back (by which time obviously nothing could be changed, conveniently for them) I do understand why producing the personalised items cannot be changed, but the delivery address (within a few hours of order)?! Come on.... I appreciate I made an error, but I felt there was absolutely no effort on their part to assist. It was all 'that's just our policy' (in other words 'we've got your cash now, so tough'). I won't be using them again.