I really like your products and I own quite a lot, but I believe that should work a little bit more on your eshop services. I have used your eshop quite few times in the past and I still believe that it needs some additions. For example, you should incorporate the return policy and provide special guidance when someone purchases an item for a gift. It is not clear, neither to the customer not to the person who will accept the gift, whether the item can be returned (it must be based on the Law), where, which is the process, etc. Also you need to be more precise on your stock items, since during my last purchase I ordered an item which at the time seemed available and the next day I received a call by a very polite lady, informing me that the item was no longer available (but my card was already charged and I had already received the relevant sms for the implementation of the order). Therefore, I believe that your operational process needs some amendments. Finally, concerning the customer experience aspect, I believe that the way you handled my last order was quite poor. Your loyal customers need a different approach...the so called 'doing the extra mile' approach.