I have bought and returned a number of items from Silk Fred over the last 4 years and have been really pleased with my purchases and ease of return. However - I am extremely disappointed with my recent experience. I ordered an item which was not suitable. I was not given the option to return it on my account because the status was - and still is - track package only. When I contacted SF about this - initially I had no response. Today - via live chat - they have told me that as I didn’t return it within 14 days - I cannot have a refund . The customer service live chat did not seem to get the message that I had no option on my account to return it. I have taken pics of the status of the item on my account. Just awful. So surprised and disappointed that I will not have the confidence to order anything from them again.