ok. so after ordering several items online and paying in full. The order finally arrives (much later than other companies I order from). The order is incomplete, whoever packed it has put an x next to the item they could not send. So I request a refund by email and recieve a response that I have to complete an "incomplete order form and email photos of the box, delivery note and contents". So I do all that by email and request refund again to which I recieve reply stating that all the papers Ive submitted are correct and asking if I want them to send the item next day delivery or want a refund.... So I request refund again, recieve nothing for 10 days. Phone customer services and speak to Harriet whom I explain situation to and say that I want her to process the refund on the phone to which she replies "100% I will do that", within minutes she is back tracking on her undertaking and ends up telling me that I was never charged for the perfume (this is nonsense as my order summary shows i paid for it). she goes on to tell me that the fragrance shop customer services cannot process a refund on the phone... this directly contradicts her undertaking at the start of the call to refund me on the phone. I point this out as a lie, which she then disputes. She ends up putting me on hold for several minutes without waiting for my permission to do so. Very very unhelpful person with serious attitude and no people skills. This company has made me jump through hoops to try and get this refund and they are even worse on the phone than they are by email. steer well clear of them