I ordered a dress . It was too small. I returned it . Flannels sent it back promptly and accused me of having worn the dress and marked it. Both allegations were untrue. How on earth I could have worn it when it was too small. I could not even breathe in it. It was too tight. I certainly did not mark the dress. Flannels just used any old excuse to deny me a refund. I then complained through Resolver. I suggested returning the dress at one of Flannels local shops . They told me they would only give a credit note if I did that. I had to incur another tracked postage fee to return the dress. Further I ran the risk of not being able to witness the dress being examined by Flannels so they could accuse me again for marking it. I lost my trust in their integrity and wanted to be there . After I returned the dress the second time, I had an e mail from Flannels promising a refund. Lesson learnt : I spent £169 on a dress. I consider this not cheap. I expected a good service. Instead, I was treated like a cheat. I am still deeply offended by Flannels treatment of me, especially when they accused me of marking the dress. I took photos of it before I returned it. There was no mark on the dress. I will not do business with Flannels again.I used this company as after Brexit, I have to pay import tax on items bought from abroad. After this frustrating experience with Flannels, I have to find another shop within the UK to buy on line . Also Flannels charges postage on top of the item . I consider this rather mean as the dress was expensive. But I was willing to pay for the postage because I liked the dress. If you wish to return the item, you have to track the postage. I have paid the tracked postage charges twice . In total I pad about £15 . But no dress and just a terrible shopping experience.