I ordered three different items, two of which arrived. The e-mail confirmation I received advised all three items had been shipped however the shipping document on the couriered package only detailed two. The third item did not arrive so I e-mailed BicycleHero.com who immediately refunded the money for the missing item. I was given no option in the refund. My issue is that the item is of lowish value and to re-order means I will now incur a shipping charge. Furthermore, despite the shipped items showing as being in-stock it took one week before the goods were packed and dispatched.