First and last time I order from this appalling company, worst experience of my shopaholic life. At the end of november I ordered two vases as a gift for a couple of friends from the US website. The items were poorly packed and one vase arrived completely destroyed. First issue but ok it happens. I immediately asked for a replacement, that was two weeks ago and I am still waiting. I have been in touch with customer care literally every three days for the past two weeks and all the time l have been given the same pointless useless and unreliable answer: we are taking care of it, your case has been raised as priority, you will receive a dispatch confirmation mail in 48 hours. I have heard this several times and yet nothing arrived, not an email, not the parcel. I feel deceived by this company. I suspect the replacement item is now out of stock but they won't tell, so what's next? I read on the other reviews that getting a refund is not that easy as well... I am so embarassed now as at somepoint I will have to tell my friends that they will probably never receive the gift I meant (and PAID) for them. Refrain from buying from this company, they don't care about their customer. Not all that glitters is gold I'm afraid.