Their return process is not customer focused. We ordered a pair of slippers but when tried on were too small so organised an exchange for larger size. Was told this would be organised once returned slippers received and checked all in good condition. 12 days later still not received. Checked tracking of returned slippers not delivered yet. I ring retailer and told to be patient but said 12 days for - 48 hours tracked delivery seems too long. They ring back and say classing the parcel as lost with Royal Mail and raising a claim with them and still won’t send a new pair of slippers until claim paid. (Have email to prove this statement was made). I requested a refund instead and this was refused and that also would have to wait for claim to be made by Royal Mail (also proof in email). Fortunately I paid by PayPal so spoke to them on chat as I had returned the item and item was lost by courier the retailer had no right to hold my payment as returned the item within 14 days of purchase. PayPal organised for refund within a couple of days and told me not to respond to the retailer again. I would not recommend this company or it parent company shuperb purely because if you have any issues and need to return an item you may have issues getting a refund back. My advice use PayPal as back up.