Every time I've bought from the company and had to return, I've been bitterly disappointed...their customer service is non existent. Bought an item online July 24th and returned on August 2nd. Received a confirmation email to state the returned item was with them on August 4th and I would get my refund in 7 working days. 8 working days pass and no refund, so I called their customer service line (because no one responds to the WhatsApp OR the tickets I raised via their website) only to be told the item hadn't been received. I confirmed it had and provided the Royal Mail tracking number, only to be told I would need to provide this via an email address they would send me. This email address was NEVER sent and now I have to go through the process of calling them all over again, with the first time I called I waited 42 minutes to speak to someone. And this is all because THEY sent me an XL top as opposed to the medium I ordered...I am paying for THEIR mistake. However...apparently going into store and complaining will get you a bit further. I managed to speak to a Store Manager (shout out to Liam from the Harrogate branch) who contacted customer services directly and sorted the issue within a matter of minutes. Absolutely shouldn't have to do this, but it might be a way forward if you can access a store. I refuse to buy from this absolutely vile company ever again. They're an actual joke.