I used the online live chat system on the website a couple of times and there was always someone available and they were helpful. The package arrived within the expected time and was dealt with securely-I received update emails as well regarding where my package was and the status of it. The negative points are that there was far too much packaging for the size of the item-in this day and age companies should be looking to reduce the amount of packaging they use. I know the idea is to protect the item, but still. Also, I wasn't too impressed that, with the amount of money I was spending, I had to ring up to request an authentication certificate, which had been mentioned on the website but wasn't included with the item. I am also not very convinced with the quality of the certificate I have actually received and so may be having to take the earrings to an independent jeweller to confirm the authentication provided by Chisholm Hunter.