Whilst I was pleased with the quality of the goods & the packaging , I think Joshua James needs to look into ordering / through to delivery & other delays . On the day I was expecting the item(s) i was Emailed, to inform me the item was out of stock - i immediately phoned & found the main item & one of the charms was in stock , one of the charms was expected at the end of the week . I called for an update on the missing charm the following week - I was told there had been further delays due to the Italians having a bank holiday that Joshua James wasn't aware of - twaddle you must have been dealing with Italian Suppliers for years - the golden rule in customer care / service is don't blame others, firstly it comes across as a lame excuse but is more probably some sort of lie to cover your failure. Most importantly is to understand your customer expectations . 1) with Jewellery the retailer should always take the view that the customer is ordering something for a present, it is absolutely essential that delivery dates are realistic and if their is some sort of delay - contact the customer ASAP let them know what the issue is and be ready with alternative suggestions. 2) Do not let you actions, or inaction's result in the customer chasing you 3) The internet is a huge market - aim to be one of the leaders - not someone catching up