I placed a first order and found the process easy to do. I received emails confirming my order and also with a reference number so that I could trace the order if necessary. My sandals arrived promptly, and when I needed to exchange them because they didn't fit and I wanted to check some details re the exchange and or refund process, I was able to call and speak to someone (Jess Stead) who was very helpful; top marks for customer services, and for actually being able to speak to someone rather than just email etc. The sandals were beautifully wrapped and well packaged. I was very pleased with everything and would use this company again.