I received a faulty item and was expected to return it at my own cost. Webchat doesn't work and they don't reply to emails. They eventually replied to the "reply within an hour" Facebook message after two days and I was able to get a prepaid return label, the catch being that the Hermes shop they wanted it dropped off at is a four mile walk away. They wouldn't accept photos as evidence of the damage (item is clearly unusable so I don't know what they're going to do with it) as other reputable retailers do and either refund or replace without a return. I won't be buying from them again.