Unfortunately the online store is administered really badly. Fragile items are only marked as fragile underneath the exterior Oxfam branded packaging, so the post office have no idea things are fragile and items arrive broken. On more than one occasion I've received items that are a totally different size to what they're described online as (eg. an item that arrived clearly said in the label it was XS but had been described online as a medium, it's like Oxfam want to waste everyone's time!) Often you will purchase an item online and payment is taken, but then you get an email a week or so later from the store saying unfortunately they can't find the item and they offer you a refund. Unfortunately the central Oxfam HQ are inept at calculating refunds. If you've used a voucher code discount on an order then want to return just one item from it they will deduct the full order's discount from your item, they don't seem to understand why that's wrong. Just do some basic maths and you'll figure out the problem, their dodgy logic will mean customers end up owing Oxfam money if they want to return one item from a multi item order where a discount applied...make it make sense. I liked shopping there in the past because it's helping charity and there are some good items, but unfortunately I've had so many problems with different orders that I don't recommend it to anyone anymore.