Ordering was simple. Returns process was easy to do and very efficient as I needed to return the item due to the wrong size, here is where it fell down. Because the item was purchased during a special offer item but non sale requesting a different size resulted in a refund being precessed and a new order having to be placed. To be fair the refund happened swiftly and was refund actioned immediately. Because the item had increased in price a straight swap wasn't a option. Shame as I was able to find the item with another online supplier for the same original price paid and with a no quibble returns policy. Unfortunately Shuperb lost my order and potential repeat custom due the crazy policy. For the ordering, returns policy and refund 10/10 For the exchange policy for items classified as 'special offer' 0/10