When things go wrong it's how the problem is dealt with the sorts out the good companies from the bad ...... and that's our experience. We ordered 3 pairs of shoes, 2x pairs came in two days, but other than an acknowledgment of the order no sign of The 3rd pair, after a week I contacted Jenny at customer support, she could see it had been dispatched but no record over movement, rather than inconvenience us while it was sorted, said she would dispatch a replacement, the following morning they arrived on a 24 hour tracked delivery. Thanks Jenny, the shoes are great and so is the service.