I recently ordered some walking shoes which arrived very quickly. When I opened them they were a totally different colour to the ones I ordered. I went into my local house of Fraser hoping to exchange them. The ones I wanted were out of stock so I asked for a refund or a credit note so that I could rebuy them online, to be told that the rules had changed that day and I could only get an exchange, not even a credit note, and the only way I could get a refund was to return them via the post office. I have since bought them elsewhere and I will be returning them for a refund.