Nice people to deal with but overall poor customer service and poor returns process. I needed to return a jacket (Xmas pressie) as wrong size. The returns process was disgraceful. Paid £4.50 postage, got a returns code which didn't work (almost 20 mile round trip). Paid postage a second time, got a new code which also didn't work (another wasted journey)!!!!! The jacket was finally returned through normal postal service, hence third payment! Contacted House of Briar to complain, requested an exchange for different sized jacket, explained in detail why i needed it quickly and was assured by an advisor that she would ensure the new jacket was sent out ....four days later i now discover its not been sent out after all !!!! In this day and age where customer service matters, the House of Briar is sadly lacking. Shame because the jacket was lovely but because of this experience would never order from them again and would not recommend them to others. Hoping the jacket arrives by mid week but sadly, not sure it will!!!!