I ordered some items from this company which is not based in the UK (just to make everyone aware of it, they are based in Spain). They did not send me all the items ordered. I reached out to them promptly and followed all the steps as per their process to resolve this situation. However, they ran out of options and could not send me any further documents to complete (the process to get a refund from this company is extremely complicated and will get you nowhere). I got a final email saying that they can not review the DORn form which was sent out of the time that we are allowed to start the claim (this document was sent to them quickly enough within 3 working days). Basically, it seems like this company wants to take the money from the customers and deliberately is not sending all items ordered to keep the money for the items that they never sent. Please stay away from this website if you do not want to end up in my situation which is extremely frustrating. I will be contacting my bank to see if I can claim the funds for the missing items and also will log a complaint with Royal Mail regarding this fraudulent company.