I ordered a top for my daughter on 5/12 . Received an email a few days later advising they were experiencing delays . On the same day also received an email from Hermes courier advising it had been delivered . So this is where it starts .... I have tried calling over 20 times and have either been cut off , put on hold & cut off or queued for over 30 mins . I then tried emailing , but after no reply I emailed again . When I had a response asking me to complete a disclaimer form for non receipt of my item I thought I was getting somewhere ,how wrong I was !! I've had to chase it up several times by email & you can't get any response by live chat so my last option resorted to posting comments on their Instagram site to which I have received horrendous replies almost finding excuses as to not provinding a refund . The latest is after my numerous posts on social media I have now received an email advising my refund is being processed . Do I believe them ? Absolutely not as other customers have also posted they have been waiting weeks for their refund . I am also waiting for a call at 2pm today from a senior manager so let's see if they fail this too, something tells me they will !! Do not use this company they take your money and their customer service or any care they have for the experience of their customers is quite honestly gutter level