I ordered a bag and the delivery was very quick and the website easy to use, however, it was too small for what I needed. After searching for a returns form and coming up short, I googled it and found that you needed to call. Herein began a series of calls, where the people were perfectly nice but the process was beyond ridiculous. The first call I was told they would email me a returns slip and I had to pay for their courier as they wouldn't guarantee anything via Royal Mail. I receive the email to pay for the courier through Paypal, but I don't receive the returns slip. Second call a number of hours later they send the returns slip. The next day the courier is supposed to show up but doesn't. I call, they apologise and say it's scheduled for next week. Next week, no one shows up so I call again and they say it shows a failed pick-up. When I probe further it turns out their courier service doesn't go past the first floor of a building (my company is on the 11th, where they delivered it to) so they won't pick it up. They also won't call when they're downstairs as they use their own phones. I can't leave my package on reception downstairs as they service a whole building and can't guarantee it. They say they can give me a one hour slot, but I have a meeting. There are so many companies whose office is a floor of a building that this should not be an issue (and never has been before). I say to scrap their courier and I will send it using Royal Mail (which was perfectly fine and arrived in 2 days, thanks, Royal Mail) but can I get refunded for the courier. Apparently I shouldn't have been charged for it, although I had. I was told to email screenshots to show this, which I did. Three days later, no reply. I send again, three days later again, still no reply. I have to call again to get this refunded. Once things get going, it's quick, and the customer service team are very friendly - I can't fault them - but the process is ridiculous, and forcing someone to use a courier service which can't even courier is beyond the realms of sensible. I would never use this service again because online shopping and returning should be easy.