Their support team and training from management needs a lot of work. It would be good if they had a separate dedicated complaints team. They claim to respond to emails sent to their support email address within 48 hours and months later there is still no reply. I am very glad they have a "Chat With An Expert" feature on the website but its timeout of 14-29 seconds can be frustrating if typing a fair bit about your case or you don't notice it, or especially if waiting to be forwarded to a supervisor. Because then the whole inquiry has to be repeated again to a new chat/member of staff. Additionally, the staff do not all say the same thing in terms of the process the company follows when investigating missing packages. This is either misleading or lying to customers and time wasting on the customers part. My 2 main issues I have is: 1. The package never arrived, I opened a "missing" investigation for a reshipment or refund. They said it would take up to 30 business days. I had to do ALL the chasing up even when they found out new information on it. They located the package, it was on its way back to them and got to the fashion nova warehouse. I was then refused a reshipment option or refund until it reached their distribution center. This took an extra week! In that time the item restocked and sold out again. An item that I PAID FOR NEVER reached me. It's not a returned soiled item but a MISSING parcel and I had to wait for it to be passed between their locations in their own time. Because of this I missed the opportunity for reshipment on something I already paid for! So now I, a paying customer (already paid customer) am at the back of the queue. 2. Some of the staff are insolent and lack professional common sense. I had a personal discount code I used on this purchase, the item never arrived, I was *eventually* refunded. I asked a "supervisor" for a new personal discount code to replace the previous one- I was then offered the lower discounts already available online to everyone, which are time-limited or have a minimum spend. This is blatant upselling and is insulting. It does not show understanding of what a customer is asking for. I would have rather you just said its not possible. My purchases with Fashion Nova since 2014 have always been positive experiences until my most recent shipping and support team issues. This is where you potentially lose returning customers from coming back and separates this company from other prominent professional businesses. Aside from this, the clothing itself is of good quality, accurately advertised and a fair price- Once it arrives! Shipping is too risky and resolving lost parcels is too much hassle and time invested. Good for a "one-off" shop where you don't mind possibly losing money but not consistent buys.