I ordered a pair of Birkenstock sandles in navy, but was anxious that the size was the correct one. I telephoned Customer Services, and spoke with a man who basically couldn't tell me the UK sizing, the only sandles available were size 41. I wasn't sure what to do, and he told me to put the order through, and that I could easily return them if they were the incorrect size for an exchange. You didn't have a smaller size making an exchange impossible so I feel that the return of the sandles should have been free. They were the incorrect size, so I telephoned Customer Services again, speaking to the same man. He was not very polite after I explained the situation, and said that I would lose the postage money, also would have to print off a label to return. I am registered disabled and cannot get out to the shops very easily, I had thought that a courier would collect the sandles but apparently not. Neither do I have a printer to print off a label. In the past, with other companies,the method of return has been the courier calling to collect the item. I did explain this and was told, in each conversation that it was a free return for an exchange. He also said there were daily deliveries and as a size 40 would be available after deliveries. I asked the man to look up the telephone conversation we had...24 hours later he rang to say that he had listened to the replay along with his Manager. It didn't alter the situation, and size 40 didn't show up for the following few days. I spoke to Trading Standards who advised me that your Customer Services were wrong to say that, as the correct size if not available, should have arranged a free return. I also contacted Citizens Advice, who agreed with this. When speaking to your man at Customer Services, I was very upset, he was resolute, I asked him to delete my details from your records as my telephone number is X-directory. I haven't got the sandles now, as they were much too big, and dangerous given my disability, so a neighbour took them to a charity shop for me, as they were not of any use to me. I wouldn't recommend your company to anyone, as the service is appalling. S Kennedy