It is impossible to get a refund from this company because they make a decision and then just close the case. It is also not possible to contact them by phone - they just don't do it. The first delivery was in a very poor condition so birthday gift was spoilt. I wanted refund but had to accept another delivery a week later which was just as bad. This company is obviously giving some good service but their way of dealing with problems is awful. No telephone contact just email and so many automated responses you could scream. After 2 days of photographs and over 35 emails backwards and forwards they just closed the case! I even had a photo of the signature from the delivery driver to say that he would witness how poor they were for £40. He said he wouldn't pay £4.00 for them. What a way to run a business. They could have 100% customer satisfaction if they just changed a few things. So shortsighted but they are obviously making enough money not to care. Very annoyed about the whole episode.