I purchased the Ellie cot and it looked beautiful, however it was damaged likely due to freight company. Messaged incy to alert them of the issue, and they responded quickly and were apologetic. I requested a replacement and emailed photos of the damage, and subsequently followed up with a message to see if they had received the photos. They claim they had not, so I forwarded them the initial email with photos sent, as well as messaged them a link with the photos. I also asked for them to confirm receipt of the message again, and that was several days ago. They have been prompt in replying except coincidentally when it’s to confirm they have received the photos to action a replacement. As this is currently ongoing, it’s too soon to tell how long or frustrating the process of getting a replacement is going to be. I hope I’ll have a cot before bubs arrives.