The item I paid for and ordered was not delivered - instead I got a different item - wrong colour. I called Customer Services to explain and also to point out that, although I was returning the item due to errors made by Lord's online shop, I would be responsible for postage costs; returns note states " Please return the item(s) .. please ensure you have proof of postage. We recommend that all returns are sent Royal Mail 2nd Class Recorded Delivery". I was informed that I should include the proof of postage note in with the returned item. I am not sure how I am supposed to do that? Standing at the post office counter with my parcel taped up ready for postage, am I supposed to rip it open after it has been weighed and I have paid for postage, insert my proof of postage (so I won't now have this) and reseal it? All the while, behind me a queue of people are waiting? I would then be reimbursed with a cheque!!! What extraordinary service! As a cricket fan who view Lord's as a home from home, this service is extremely disappointing. You made a mistake with my order, mistakes happen, although how one can confuse white with black I am not sure. You need to review your returns policy and make it easier, clearer and more appropriate to the 21st century. I won't be back to the online shop but will look elsewhere for any of my needs - what a pity. I will be attending the bicentenary match on 22nd June and this has not set the tone for what should be a great day out.