We are deeply disappointed with your service regarding a refund so please see our observations below. Upon submission of the order there was no feedback on delivery timings and to our surprise we were contacted some weeks later to inform the item we have ordered was out of stock. We were offered an alternative which we have accepted. Unfortunately , whilst the item was a XL size it wouldn’t fit our medium sized Labrador puppy so regretfully, we had to return it back. After hundreds of orders online from many retailers / brands , never did we have to pay for shipping the item back so that we could have a refund (it costed us £4.85). In addition, we were equally surprised and strongly displeased with the fact that your refund was not for the full cost of the item – see below (£11.99 instead of 15.98). In summary: we got only 57% of the full amount disbursed in acquiring an item from such a prestigious brand like Lords & Labradors, had a surprisingly poor customer service and now need to find alternative options for our dog In addition after several attempts to have a response back , I was ignored which is a testimonial of a very poor customer service. I won’t recommend the brand to anyone.