Hello, each year I save my money for the January sale at F&T as the quality of the goods combined with the prices during the sale makes for excellent value. This year I did the same and although I am happy with most of what I got I did find several problems. I ordered a jacket marked XXXL however it turned out to be 2 sizes less than that, I was able to give it to a relative but its not like F&T to not check these things or only deal with companies who get it right. I also ordered a "Fleece Top" but to my surprise when it arrived it felt nothing like a soft fleece. It was made of some hard material which looked ugly but most importantly felt awful. Not sure if this is some cheaper imitation of Fleece but its not all all like you to offer such cheap rubbish (something I would expect on a local outdoor market stall) and it was sent back. I also ordered a long sleeve T Shirt with a deciduous woods camouflage pattern on it. Only to find it has a big shiny makers label on the chest! Now if you were selling stuff along side ordinary clothes this might be understandable but given that your customers are made up of people who Fish, birdwatch, hunt, ramble etc its not acceptable to offer such an impractical camo top. The whole idea is not to be seen in one of those things and then you choose to sell one with a fluorescent logo emblazoned across the chest. It also was sent back. Its not like me to need to send a total of 3 items back to you and I hope that you will be a bit more selective in your choice of goods to offer. You will never compete with cheap shops on price and the people who expect you to wouldn't come to your site. You have countless loyal customers who will keep returning to you whenever they need more outdoor gear but to maintain that loyalty please give more thought to the quality and practicality of the goods on offer. The only other point I could make is that in returning the goods I had to pay for the return despite the fact it was your inferior goods that made that necessary and then the paperwork told me I would be refunded the cost of my goods (not the return shipping costs) in 2 weeks. Now compare that service to Amazon. I would be asked the problem by email, if they saw it as there fault they would arrange for a free pickup from my door. and would refund my money in 2 days. It's a bit like with the banks, we all knew they were taking liberties a few decades back when they insisted on needing up to 10 working days to clear a cheque, It meant they could earn interest off our cash but we all tolerated it (with bad grace) because it was the same everywhere. Then some banks started offering quicker and quicker clearing times and those who did not change were left behind as angry customers felt more and more used. I don't expect you to be able to match a major company like Amazon but would suggest that customers will take their business elsewhere if they feel you are taking liberties. So can I suggest "we will refund you in 5 working days" and "if the return is caused by our side we will reimburse you for it within the same 5 days." Just some food for thought. Marcus