I purchased items both online and in-store. The online process was quite simple as expected and paid with Paypal (for added security). I then found out the size I ordered was a bad fit so I went and exchanged it at my local store (Stanway, Colchester). The staff there were mostly polite, friendly and very helpful, despite the expected not-so-positive conditions they have to endure with their employer. They completed the exchange and did a price-matching because the shoes were cheaper online. Overall, I'm very happy with the service, but I'm giving it 4 stars because I was not happy with the £5 delivery charge (admittedly, I got it back as a voucher to spend in store, but still..what if I had no store bear by?)