Such awful experience... resulting in a crying child! I ordered personalised kit for a ten-year-old's birthday. He wanted to wear it to his party but when he opened it we discovered the letters of his name weren't on right. Okay - these things happen. I called customer service to ask if it was possible for him to wear the faulty top to his party still, and confirmation that it wouldn't affect getting a replacement. That's when I received the worse customer service ever experienced. They advised me to send a photo (which I did straightaway) and that they would come back to me in 24 hours. I asked if it could be sooner so he could still wear it to the party. No - literally impossible for them to pick up and email and look at a photo before 24 hours. So, what should have been a lovely experience, ended up with a ten year crying that he couldn't wear the kit he has spent half the year excited about. All I wanted was a bit of reassurance it would be okay for him to wear it. That, it appears, was too much for them to manage.