Poor returns process. Feel ripped off. Tried to order a hoody through the app and it crashed part way through the payment, or so I thought, so I ordered through the website instead. Paid £5 delivery(!) for one of the hoody orders and nothing for the one through the app. The payment had not yet been authorised so I contacted Customer Services to request the cancellation of my duplicate order. Surprisingly, I was informed that my order was 'already processing for shipment, so I can't make any changes.' They continued to tell me that I would have to wait for the delivery and then organise the return myself at cost to myself: 'For returns, a fee of £5 will be deducted from your refund if you use either the label in your package or the label that is emailed to you. If you use your own return carrier you are responsible for the return shipping costs.' So, I have already had to pay £5 for the delivery for a duplicate, unwanted order and then have to pay another £5 or pay the postage to a return a £13.95 hoody! Disappointed is not the word. Merry Christmas to you too Hollister!