To begin I'd just like of advise that you offer customers the option of a zero star review as one star is still a star not deserved. I bought a pair of Timberland boots for my husband as a gift for £120. He wore them once & found them to be extremely uncomfortable due to a sharp piece of material on the tongue & very rough material on the heel. Throughout the day they shredded his feet, despite wearing 2 pairs of thick socks & could not wait to get them off. The decision was made to send them back for an exchange & pay the difference for another style of Timberland boot. My husband has always bought (never from Schuh) and worn Timberland boots with no issue like this before. The boots were sent out and tracked to the store 2 days later but it took nearly a week before the boots were returned to me in the post with no prior communication with a member of staff to discuss the return & instead a snotty letter was sent with the original boots refusing the exchange as YOU didnt agree that anything was wrong with them!! (What a shocker) . In a nut shell your exchange & refund policy should be taken with a pinch of salt as its bull s**t, you sell overpriced defective goods that are not fit for purpose & have poor communication with customers. I wont be shopping with you ever again & will never recommend anyone else to either. I now have a lovely pair of cheese graters sat in a box & no gift for my husband . What a waste of £120