The site offers free exchanges but this does not appear to be the case. I sent two emails to customer services about why I was charged for a return when I asked for an exchange. I sent the first email to customer services on 11th Aug and another on the 22nd Aug. Automated responses were received for both but as of now (18th Sept), no follow-up has been received. I tried to call their customer services number but when it was answered I was number 23 in the queue and after 9 minutes I was still at number 21 so I have had to admit defeat! It's a shame as I liked the quality of the item (it was just too big) and I thought I had found a company I could regularly shop from but it can't be trusted with customers' money so...