Beware the returns policy! I am nearly £200 out of pocket and have more than 30 hours in personal time including a lost day at work trying to deal with Victoria Plum's customer service team about refunds and collections of unwanted items. I've been chasing this for three months. They have under-refunded me for items, cancelled refunds with no explanation then when queried admitted that the refund should be due, disputed the amount I've paid and admitted to overcharging me for delivery. It's impossible to speak to a manager directly - so everything is done via laborious emails. The phone lines seem to be faulty so on almost every occasion, I've been on hold for ages, explained the situation to a customer service person and then been cut off - so have to start the whole process again. I have spent hours every week trying to get this resolved. Then the final straw is being told to wait in all day for a collection, having to take time off work to wait and then the driver not turning up. I was told he 'attempted a pick up' then cancelled it. There was no ring of the bell and no knock on the door. Would that seem like an attempt at a pick up to anyone? To give credit to the phone staff - apart from one man who gave his name as 'Thomas' who was exceptionally rude- they are brilliantly friendly they just don't have the authority to be able to do anything to help.