Awful experience. I bought 2 glass tankards on 13th Dec. They arrived on 17th and were totally different from the pictures. I called up and was told I had to send some photos in to prove they were different. Did this, and they said they would send replacements but couldn't send them to a different address...and they would send the replacements "2nd class"...so obviously it was too late for Christmas. Normally when a website makes a mistake I judge them on how they remedy it...not impressed by that either though. Also, it's just rude to be asked to prove that what you have is incorrect!