I ordered an aquarium ornament that arrived broken . I emailed them as soon as I received it . I enclosed photo of broken piece.I did not get a reply . I emailed again the next day to receive an automated reply saying they usually respond in 24 hours but can be longer at weekends and bank holidays . I waited five days and still no response I also contacted them through ebay and six days later still no response at all. I have now contacted ebay to request a refund although I was initially just wanting a replacement ornament. The seller states please email us if you have a problem before giving us a bad review on ebay. This I did but after six days and no acknowledgement at all I think this is very poor indeed.