I ordered a mirror - the first one came and was a really good quality, however I don't think the internal packaging was sufficient so unfortunately the mirror had cracked. The contact process for returns was easy, it took a little while for them to get back to me (1 week - and it was a bank hol week) but after a brief chat on the phone, a new mirror was sent by next day delivery and this time no cracks. I was really pleased as another retailer had an almost identical mirror for twice the price so didn't really want to go elsewhere. One star off as the first mirror could have been better packed to avoid the hassle of a replacement.