For many years I have been a customer of SOF but, that all ended today. I was sent another customers order and when I emailed them about this I had to do so 3 times to get a response. The problem was rectified but only after I mailed the item to the correct customer. After 5 weeks of back and forth emails, they did reimburse my shipping cost and offered to send my order again with reimbursement of original shipping. I declined bc I live in the US and shipping from UK runs about 3 weeks and the event I wanted the items for had long passed. They promptly refunded me after I complained to PayPal.