Return postage, even for faulty goods is, according to your website, at the customers own cost - for a company supplying premium goods this is disappointing and not competitive. The outer packaging of my parcel was in tact, but the shoe box inside the parcel was damaged on receipt, if the box is damaged, are the goods inside (which are premium goods) ok? These are premium products and come with premium shoes boxes that I re-purpose. It shouldn't be damaged. Another of the items received had a small make up mark on a white cuff (I don't wear make up of any description unless going out for a special occasion - trying on new clothes is not such an occasion). Due to the cost of returning the goods, and the hastle, I chose to take a risk and keep the item, hoping it will wash out (I have yet to find out if this was a mistake as I have yet to wash the item). These are premium goods sold at a premium price - taking a risk dirty marks wash out or having to suffer the inconvenience of having to re-package the goods and return them at my own cost in terms of time and expense, not to mention waiting up to 30 days for you to process the return before sending out a replacement (during which time you might sell out of my size) should not be my only options. Your stores don't readily stock the sizes I require, I had been into my local store and tried to purchase the sizes I ordered before resorting to ordering online. For a premium retailer you should offer free returns - other retailers manage it. Failing this - your return policy for faulty goods needs to be improved. Because of this experience I'm really not sure I want to buy online from Flannels again. Another premium retailer I use that does offer free returns has extra security tags attached to their clothes, in addition to the price tags. These security tags are deliberately attached in awkward places that prohibit people from hiding the label whilst wearing the item. Returns are free of charge provided the clothes are unworn and the security labels remain intact.