Appalled by policy and service. I bought two dresses for an event. 1 I kept and 1 I returned. The one I returned was simply too small and I preferred the other. It was returned after 1 try on with all tags, packaging etc attached. I realised after over a month of waiting that I still hadn't received any confirmation of the return. I checked the tracking and it showed to have been delivered 1 month prior. I contacted customer services to find out what had happened and they came back saying they had received it (but didn't tell me), and that it was returned in "poor condition" so I wouldn't receive the refund ( I thought it was pretty bad that I wasn't made aware of this until asking). Anyway to cut a long story short, I asked for what the damage was because I thought this was impossible from only trying on the item once, and they said it was "covered in dust". They sent a picture which seemed to be a small patch of what looked like dry skin, not dust (it was white for starters). A lot of points could be argued here, like how can they prove the "dust" came from me and not in transit/in their warehouse etc etc. But what I find ridiculous is that it is quite clearly dry skin which has likely got on the dress through trying it on. Which for starters could simply be brushed off but also is a very likely possibility of someone trying on an item. I have eczema and it is easy for my skin to become dry. I have tried on and returned hundreds of items and have never come across anything so ridiculous as a small patch of dry skin being perceived as "damage". They should make it clear on their policy if you have any skin condition/even just a day of dry skin to not try on items as you won't be able to return them. Poor customer service with very little understanding or apology from their side. I have raised this with my bank and consumer rights. Will not be purchasing from here again.