The reason I put normal is because I feel the service is very slow and the items arrived very very creased and 2 were faulty. On returning items the first items were returned on 10th July 2015, I didn't get an email until 17th July and the money is still not on my credit card. The second item was returned 17th July again faulty unfortunately. The money is taken out of my credit card as soon as order is confirmed. Why wait so long when returning. Good for Flannels cash flow!! On the plus side and that is why I put normal as opposed to poor on the receipt of the first faulty item I did call and when I eventually got to speak to someone, Amanda I think she was very helpful, polite and efficient, shame she can't take orders over the phone.