Refund of returns slow. Cheap courier used for delivery. Other online premium retailers use DPD which give a timed and updated delivery slot. The parcel can be tracked realtime via the Internet whilst it is 'out for delivery' so the customer doesn't have to hang around all day. That is how premium retailers give a premium delivery service. When spending 100's of pounds it is cheap and mean to charge for delivery and then offer a second rate delivery service. Most online retailers offer free delivery, some when over £50 is spent but almost ALL without exception when over £100 is spent. Online customer service could be improved to the level of the majority of others. Regards....