The customer service emails were lovely and genuine, her name was Joanna. I bought my yarn and made a mistake by ordering one I already had. I hoped I could’ve returned it and exchanged it for another ball of the same brand, the one I had bought had 20% off and the other had 10% off at that time but I didn’t receive any email replies for a week due to the Easter holidays having just past a number of days before. I have been issued a refund for what I bought after hoping I could’ve swapped it for the one I would’ve preferred and paid the difference. I don’t know wether I will shop here again due to the middle over my order.