I bought a pair of Charmaine shoes in navy blue. I tried to buy them last year but they had sold out so I was very excited to finally get some. They are simply the most comfortable pair of shoes I have every owned, but there is a but!! They are suede (I wanted blue and blue was only available in suede). I wear them to work about twice a week and after about 4-5 wearings, the heel was starting to wear. I have emailed the customer service team who asked me to send them back. I used their labels, took the shoes to a Hermes pick up point, and that was 13 days ago now. According to the tracking they are still in a hub waiting to be returned. I have spoken to customer service today who now tell me that they will exchange the shoes but the black leather charmaines which I have requested are no longer available in my size. There are few alternatives, none that I particularly like or that are in leather rather than suede. They are saying they will refund me but I need to send the "free" scarf that I was sent with the shoes back or else they will deduct £25 off the cost of the shoes!!! I haven't got the scarf. I gave it to a friend. So now my choices are to accept less money for shoes that I have worn may be 8 times, or to accept a pair of shoes in exchange that I don't want. At £69 per pair, they are not cheap and the customer service is shockingly bad. I will be taking this further. A real shame as I loved those shoes!