Parcel was delivered to the wrong flats by Hermes and declared lost. Have not been able to get hold of Monki at all. They do not respond. I have also lodged my complaint via Resolver.co.uk, to see if this gets anywhere. unlike the many other companies I have used, nothing on their website indicates how I can get my money back. Also, I can't get into my account, and despite requesting a reset password, this did not arrive. I recommend that anyone buys Monki via asos or zalando, much simpler to use - especially zalando + often cheaper too. p.s. Hermes have a history of losing any parcel I have ever had delivered by them across three addresses. I am going to try and get to Monki via the H&M group. I would not use Monki again, even if I do manage to get a resolution, as their information is not transparent enough and takes up way too much time.