Appalling customer service! After spending a considerable amount of money for my daughters Christmas I noticed in January the stitching on the Plush Pony purchased for 79.99 was coming away. I promptly took photographs and sent them in showing the condition of the toy (new) and the fault less then 4 weeks after opening it!. I was then told to send it back for an assessment, however they note on their policy they do not do exchanges only refunds. I contacted customer services advising this was my 9 year old daughters and she would be devastated if I took it from her not to then replace it!. They told me they only way to guarantee another was to purchase the last one in stock! Costing me a further 79.99 in January when my husband has been furloughed for nearly a year!. I asked if they found the product faulty could they repair it or return the item with partial refund explaining the situation Drew from customer service advised in simple terms no and if I wasn't happy 'tough thats how we do it as per ecommerce' I then asked him to repeat what he said at which point he said 'we can't give you what we don't have simple' Absolutely shocking its quite clear from the photos their is a stitching defect, quite happy to send it away and explain the situation to my daughter, but to not get a replacement or the faulty item back as an option is just crazy. First time customer of Derby and I can assure you it will be the last.