I use to love this shop but I will never shop with with Wallis again. I ordered a dress online and it had 20% off. When it arrived it was too big. Written on the invoice it clearly stated I could return/exchange in any store. I found the dress in the next size down in a store and said I wanted to exchange it. Firstly I was advised that I can not return online orders to store. I showed the paperwork stating I could which I was advised was out of date as the policy had been changed in May 2017. The Assistant agreed to honour it but then said that as I had a discount but now the dress had gone up to full price that I would have to pay the difference. I said that’s not right, I am not returning it for a refund just exchanging for another size. I tried to call Wallis but it said they were busy and the wait was up to 36 minutes. The Assistant finally exchanged it for me. I tried several times after that to call Wallis about the issues I had faced but got either the busy and over an half an hour wait to be answered or a too busy call back later. I decided to contact customer services by email. It has taken over a week to reply. They never answered the question about if their info on the invoice about returns is out of date and said that if I got a discount online then it would not be honoured in store. Absolutely disgraceful customer service and I will shop elsewhere and I would suggest others do the same.