The service I received over the telephone was friendly, helpful and accurate when I queried whether an out of stock item would be available to be delivered in the timescale I needed. The 'History of the Cricket Bat' which I ordered arrived in time. Although it was well packaged, as were the other items I have ordered previously, I was very disappointed to hear a 'clunking' sound as I was unwrapping it! The frame did not have any glass in it and I think this may have been the reason some of the pieces had come loose. The two cameos on either side had come unglued, as had the sign at the top. It may be that the glue applied had not been liberal enough, or that it had just dried out. I decided to re-glue these pieces myself rather than return it, due to the fact it was a present and I wouldn't have time. With the glue applied it was fine. I only mention this as at £60.00 it is not a budget item and it may be worth checking other stock before sending out, in case any other items have the same problem. This has not put me off using Lords again as the items and service have very good and overall I have been pleased.