It is the third time I purchase from White Stuff. The first time was in the shop in Exeter, UK. All went well. Beautiful designs and great shopping experience. After, I ordered from Portugal to be delivered at my address. And now a second time. The refund both times for the items that didn't suit me got "lost" (the fact that you pay £18 for the return which is not communicated explicitly when buying the clothes is minor compared to the price of the clothes themselves - but yes, could be improved too). I had to email asking about the money, while holding proof of the box being correctly returned and being already half-way back to the destination. Instead of the customer support (Laura Lopez, Lauren Lee) researching into the case based on my carefully drafted email mentioning the number of the order and details of the return, the enquiry keeps going just delaying the matter instead of them doing the research and making sure that the refund takes place. I don't feel I can trust White Stuff with deliveries anymore even though I really like their clothes - even if overpriced given their average material quality (some jumpers and dresses cost about £100 and are "prone to pilling" according to the label). I only order what I think will look nice but in real life looking and trying out clothes is different - which is normal and expectable. But if you can't be sure that you will be able to return and get a refund after all the care in handling the clothes, packaging them and sending, then ordering online becomes very risky. It is a shame.