Love the products usually but the first time I bought direct, the heel came off the boots on the second wear. Faults happen - but the obligation is on the company to deal with any costs associated with that. Shoe Embassy, however, insist on you returning things in just one way, to a depot that is too far for me to get too. I had to escalate to the payment provider to get it sorted out and it took forever - all so they can have a faulty item . . . back on the shelves?! Based on reviews from both customers and staff that it appears that avoiding dealing with the cost of faults is standard practise for them. It's a breach of consumer law.