when I received my order on 19/07/2017, the clasp on the necklace was damaged which would not hold the necklace together. I spoke to a gentlemen named Richard. I explained to him the problem and he needed to speak with the partners. He phoned me back and explained that the partners needed a photograph of the damaged item. I explained that I did not have a modern smart phone to do this and that I could only take a photo with a normal camera and try to sent it by email as a attachment. As this necklace and the personalised box was to be a gift for my flower girl for my upcoming wedding, I requested if the partners could just send a replacement necklace and to send me a returns label and I would return the damaged necklace by post. Richard went back to the partners and they decided that they would send a replacement, and not to send back the damaged item. I received a replacement necklace first class delivery on 20/07/2017. I would like to thank Richard for listening and sorting out this problem in such a quick satisfactory manner and a very satisfied customer in the end