Appealing service and awful experience! I bought a pair of trainers from Flannels. The shoes are really uncomfortable as the back part of the trainers dig right into the ankles. The first time I paid £10 myself to return the trainers but they refused to refund my money and sent the item back. I contacted their customer service and they promised me a second investigation on my order. This time they arranged a DPD parcel collection service for me but the driver never came to my door. I had to print the return label and drop it at a collection point. Shockingly, this time they still refused to refund my money and insisted it was not a manufacturing fault. The trainers were sent back to me again! I sent the item back in brand new condition but then just refused to refund. Their return policy is ridiculous and their service is absolutely terrible! Once you buy something from them, whether there are faults with the item, you won't be able to get a refund. It's a scam. If you want a delightful online shopping experience, don't use them. Just as the other reviewers suggested, please go to Selfridges or Harvey Nichols.