My purchase was small, just 3 pots of paint for my craft, which came to £9.90. However to delivery was £7.95 rather a lot I felt for such a small package. But the delivery date went by, as did the following day, so I emailed twice to be told they hadn't sent it and would be leaving the next day. Which it did. My first email was a request of a refund for P&P. Then when I got no reply I asked for a refund of goods and P&P. £17.95. That is when they decided to send it. I did get my P&P refunded immediately, but my overall impression is that my purchase was so small that it didn't matter. If I had purchased a large expensive tool it would have been sent on time. My moto, I won't use them again, next time my purchase could be large and expensive, but not from them