This is admittedly complicated. I live in the US and searched all over for a particular seat I wanted for a new build. They sent me the wrong seat and initially I did not love the response I got from the first customer service individual I corresponded with. They thought they sent me the correct when they spoke to their supplier. I will say even that correspondence was prompt. They did some checking on their end and their supplier confirmed the mistake. They then made it right and were very apologetic. For a transaction that went sideways from the beginning, I really think it showed the character of the people working there. I would not hesitate buying from them again. We all make mistakes, but what sets us apart is how de deal with them. I have nothing but positive things to say about Lux.