I had the most awful experience with this company and would never buy from them again. I ordered two coats, the soft shell mamalila and the winter version as I was unsure of how warm they would be. I messaged using the online chat first to check that this would be OK to do and to return one of the coats. I was advised that this was fine so placed my order. There was 10% off at the time of ordering which was a big factor in deciding to buy the coat as it was so expensive, but the box to enter the code didn't show on my screen as it was underneath the confirmation button so I didn't see it to put the code in. I realised my mistake instantly and messaged immediately through the online chat. I sent several messages and received no reply. I then went on their Facebook page and received a reply saying it would be dealt with first thing in the morning. I was happy to cancel my order and reorder that night so I could get the discount as it was substantial, but I had no option to do that on their Web page. Several days later and I had sent several emails and still had received no contact. I then began to worry about a potential problem sending a coat back and receiving a refund as I had spent almost £400 expecting to get half of it back. I then googled the company and found lots of reviews stating the same experience where people couldn't contact them or get a refund and had to chase through their credit card company. I then spoke to citizens advice in anticipation of a problem and they advised me to take photos of the condition of the coat I was to return and get signed for postage. I received the coats, decided which one to keep (although by this stage I didn't want to keep any as I didn't feel the company deserved my money) but as I had to pay return postage I decided to keep one and just put up with that. I did as citizens advice told me to and returned one coat. I tracked it and saw when it was received. I also received an email saying they had received it and I would be given a refund. I waited several weeks and still no refund. I contacted the company again through email and their chat feature and they never replied. In the end I had to go through my credit card company to reclaim the refund. Luckily I had evidence of returning one coat plus I had the emails I had sent to the company as evidence and I was given a refund 3 months after returning the coat from my credit card company. I thought I was helping out a small business by buying from them, and they seemed reputable online with great reviews. It was such a stressful and.upsetting time while I was pregnant. I will never buy from them again.