Hi, ordered Ilse Jacobsen jacket online, but sadly when it arrived it didn't fit. Spoke to Elaine in the office who was hugely understanding and helpful - she measured the bigger size for me and explained that they are quite fitted and that bigger wouldn't necessarily be right - the arms did seem very long. Anyway, I was still unsure about it, so we made a trip to the Callander shop specially and found another style of jacket from the same range that fitted better (3 sizes larger than normal!!!!). Anyway, shop agreed to refund online purchase and let me buy new jacket in the shop....all very helpful and am delighted found something. Would've been sooooo difficult to do online and could foresee many purchases and returns ahead!!! Hubby was even happy to drive me and we enjoyed a tasty Sunday breakfast too. Thanks.......