Ordered a shirt size 10, got size 18. Couldn't have exchange had to have refund. They wanted pictures to prove I had received the wrong size before providing a refund code which apparently you must have before they will permit a refund. Sent photo's and they sent a form for me to complete. In the tiny tiny print it says you must mark the box with refunds dept as they cannot guarantee the parcel will arrive at correct dept. Did that, never received an email to confirm receipt, phone calls chasing it's arrival, phone calls are not freephone. Took four phone calls. Got an email, short and sweet says we have your parcel. No mention of refund. Phoned again and I need to allow 5 days for the process to take place. You assume this is the refund process but no just a process that no one at coggles can actually explain. Four more calls chasing confirmation refund had been done. First one yest it's on its way allow 5 days to show on account. Never arrived. Second call, it had been sent for a refund but not actually refunded at that time?? Received email to say refund now on way and will be with me in 5 working days. Never arrived. Phoned again and told that, most unusual, the refund had stalled in the system. I'll say unusual, I work for a bank, the only way a refund stops is if you physically stop the process or never start it. Promised the refund was being manually pushed through, manually pushed through, this is a banking transaction, not a birth, although it does feel just as painful. No shocks, it has not arrived. Phoned again because they have marked my account as issue completed. They now need to speak to the refund team to see if it is still stuck in the system. This is my first and last purchase with Coggles. Horrendous service standards and from reading some reviews on trust pilot some people have been waiting 2 months for a refund. I would strongly recommend shopping elsewhere. It is a truly horrendous experience if you need to return your purchase.