Diabolical customer service. AVOID! Having bought black boots from the brand before, my mum ordered a new pair using her 50% NHS discount. The boots arrived with a lace stopper snapped off. On initially contacting customer service I was told that I couldn't exchange them for a non-faulty pair as this would require more human intervention? Ironic as I had to take them to a post office in a pandemic. We went to order another pair, and the NHS discount had changed to 20% off. It felt like the issue was being rectified as customer service said we could order a new pair at original price. This time the boots came in even worse condition and had been WORN with mud on the soles, worn leather and two lace stoppers snapped off. Talk about rewarding NHS workers? Not. I received the first refund, but they have since under-refunded me on the second refund by not including the extra delivery charge I paid and was promised I would get back. Says it all.