I was really disappointed to receive the wrong charm. It wasn’t the right colour, size or price. The only thing that was right was the word family was on it. They were good at responding to my email but I struggled to access the returns form but I finally did and it’s been returned. I’m still waiting for my original charm to arrive and it’s for a birthday in a couple of days. It has been posted but with strikes it seems to have been delayed. If the correct item had been picked this wouldn’t be an issue. There’s been no offer of reimbursement of delivery charges either.