Ordered a jacket that came too big so I sent it back on the 11th oct 2024 by Royal Mail with the return label sent to me by email. It arrived on the 12th oct 2024 Saturday delivery which the company flannels signed for, waited till the 16th for my return to be processed and when speaking to customer service they said that they never received it! I sent all the proof and the courier stages when it got picked up then in the sorting depot and then to Flannels and they are still refusing to refund me after I sent all the pictures and proof and the Royal Mail tracking number. Customer services have been rude, unprofessional and very disrespectful which means claiming I made up a courier label and this is not down to them??? When sending back stuff they use Royal Mail themselves so I don’t understand!! Also, I paid for next-day delivery that never came when it did plus my items got sent with no invoice inside and the packaging was disgraceful!!! I contacted Royal Mail and they said they delivered when they did and I know they did because I tracked it!! Royal Mail is doing an investigation about this but this will be my last time using this company because this is highly unacceptable for a company this big!!!