I ordered online. Sent back to exchange for a different size. Nordstrom processed a return instead. Customer service representative, over the phone, said they are aware of the problem and that exchanges have to be called in ahead of time or everyone gets a return/refund. That is not what is written in the paperwork or online. Asked for and spoke with a supervisor. She said it was their mistake but that I needed to reorder and they would express ship it. I asked if I could get a discount for the trouble. She said it is against their policy. That policy cost them a customer. No customers=no business. Hope they go bankrupt with that policy.