When my order arrived I could see immediately that it was broken so I followed the instructions on the website and took a couple of photographs of the damaged item to upload to the online form. The process was quite long winded and eventually after completing all the details on the form the photos would not upload so I sent a separate email with the information required. I did not receive a reply within the stated timescale so contacted Customer Services by telephone. The lady I spoke with was helpful and asked if I wanted a replacement or refund. I opted for a replacement which did arrive 6 days later and the replacement was packaged more securely with bubble wrap.