I ordered a dress that unfortunately didn't fit me (the dress had nice quality), so I had to return it (the pain point let's say is the fact that I had to pay 17 euros for the return, it might be because I was ordering from a different country in Europe than UK - so this entire story took 17 euros from me :)). So the 5 stars are actually for the customer support, every time there was a question, on the parcel, on the refund period, anything, they were very responsive and even they offered extra help although I was not requesting it. Great to see people involved in helping the customers!