Bought a skirt for my wife's birthday and found it is 1 size too big. There was a number to call for exchange which they claimed it is free. Was on the call on wait/ queue for 10 minutes just to find I was charged £10, so I hang up. Wrote then by email that I need to change the size to 8 from 10. The response was asking my that call line which charges £1 per minute. Obviously I didn't call. They didn't bother to arrange for an exchange through email, for obvious reasons. Put the skirt in a package and stuck the pre-paid label on the package, ticked the 'exchange' option on the label, and put a hand written note in the package with what I am writing here. After a few days, received an email about a refund being arranged minus their fees which was £7. So purchased an new skirt with the right size (8) and gave it to my wife for birthday. But these bloody bastres stole £17 extra of my pocket for doing nothing. I will also write a complaint to the ombudsman.