Have recently placed two orders with this group. The first they were short of stock and immediately phoned to say so. This order arrived in two parts - they very quickly sent what they had and said the rest would follow. I followed this up by email after a few days, but it seemed more productive to phone which I did in the finish - there was a nice real person on the end and the rest of the order was aleady on its way and was sent by a quality carrier. My seond order arrived by return post. World of Felco seem an excellent company to deal with, but telephone enquiries seem to be dealt with quicker than emails.