One of the items I ordered a necklace, was sent in a tiny plastic bag, without any support, resulting in a knot forming in the chain. Had his item been submitted in the Sif Jakobs gift box that was on display alongside the necklace, this would have protected it. I have tried unsuccessfully to make telephone contact and twice on the contact us e-mail page. I have dealt with Joshua James in the past and given recommendations out to others, but on this instance I can only assume that if you have a problem uou,have to deal with it as there is no customer service back-up.