Ordered navy patent handbag from website. Arrived well packaged surrounded by cardboard and padding. Unfortunately bag was damaged and had an obvious scuff to the patent. Emailed Customer Services requesting guidance on how to receive a replacement, as per instructions on the enclosed paperwork. After a couple of days I had heard nothing so contacted by phone. Was told I would have to return original handbag to get a refund and re-order a new one. As I can't afford to shell out for x2 bags am having to wait for refund before I can order replacement (bit worrying as is for upcoming wedding - matches my shoes!). Still haven't received acknowledgement of my original email.