One way to lose loyal customers. I have been a customer since 2012 until now when after trying to purchase a dress I was told my account is blocked and I can only shop using bank transfer. This was apparently because of high number of returns on my part. The thing is I am between sizes and always buy the items I want in two sizes and then send the one that doesn’t fit back. Apparently, I was supposed to ask for an exchange! Firstly, no one explained to me previously that you can get penalised for returns and secondly it takes longer to exchange an item - you have to wait for it to be received so that they can send another one. I often buy just before a party or a holiday so don’t have a week for a replacement to be processed. It’s faster to order two sizes and send back the one that doesn’t fit. When I tried to explain I got the same reply again and again - the system is set up this way and there is nothing they can do. It would take a human being to look at the history of my orders to work out what was actually going on but ‘computer says no’ and human beings can’t be bothered. Well, in this case there are other luxury retailers available! I’m not using wire transfer as it offers no customer protection in the same way credit card does. I rarely leave reviews but this time really felt I needed to post this. After years of loyalty and thousands of pounds spent with this company I was treated as some sort of scammer not to be trusted again.