well, I ordered my boots on line and instead of getting them posted direct to me I chose Click n Collect at your Guildford Store (30 miles away but the nearest one to me) so that in the event of the boots not fitting properly I could return them to the shop. HOW WRONG WAS THAT?? I gather from my conversation with Sam yesterday that your shops never accept returns that have been purchased on line and never give refunds anyway. that of course is their prerogative and within the law but IT IS UNUSUAL as every store I know will give a refund if the item is exactly as bought with tags etc and walking boots need to be worn around the house to make sure they will carry you long distances! so I am concerned about this, I feel you should make this clear on your website, that your web business is completely separate from your shops. I would then have simply got you to post the boots to me instead of making a special journey to Guildford for them. btw Sam, at Guildford was very helpful but it was obviously difficult for him to have to explain all this to me!