My order was acknowledged on the same day as I sent it advising despatch would be made shortly. As I heard no more after several days and had not dealt with this company before, I phoned to ask when it would be sent. The gentleman, Chris, I spoke to was very apologetic for the delay, they had been very busy, assured me the order would be despatched that day and he refunded the carriage charge as a gesture of goodwill. As promised the order arrived early the following morning with a handwritten apology for the delay. I was very impressed! Am very pleased with the 'Juliet' duvet set and would not hesitate to use this company again.