Awful service. Received a marketing email last weekend offering a free gift with two Estee Lauders purchases (usual condition of one being skincare). I ordered within an hour or so of receiving the email. Paid extra for prompt delivery. Parcel arrived on the Monday - no free gift. Emails exchanged with customer service who basically said bad luck, there aren't any left but went on to claim order had been sent in line with policy therefore no free return but they would refund my original postage. I paid £4.20 to return the goods (signed for). (Refund has just come - they havent refunded my original postage fee. Therefore I am nearly £13 out of pocket and have nothing to show for it. I will not be shopping with HofF again and will make sure friends and family know what happened. Very unimpressed. It was obvious that they forgot to add the free gift before posting but couldn't admit that as that would mean they'd had to pay for the return. (I don't belive they sold out in two hours!) Gone downhill. Also since when did a brand like HofF not offer free returns? Terrible.