everything is great until the parcel arrives, too many times i've had missing items that have been ordered & an agonising 1-2 week wait until confirmation from flannels shop floor it was not packaged. item ordered for a christmas present that was showing as a barbour jumper on the website and a pair of hugo boss jogging bottoms delivered, had to send the jogging bottoms back at my own cost and was not offered the jumper advertised even though i had a screen shot of the order. my advice - always screen shot what you buy so you have some proof, even then it doesnt hold much weight but at least it validates your argument when wrong item arrives. purchased clothes that have clearly spent their lives on the factory floor and covered in dirt by the time of arrival, again could this not be spotted before being posted? its as if the return procedure is so dated they hope you dont send the clothes back - take a leaf out of net a porter / mr porter or matches make it easy to buy and easy to return! customer services are clearly not trained to rectify issues in the best interests of the customer.....