This is actually how they resolved a complaint situation, I know this doesn't sound like a good start! but to be honest customer service means a heck of a lot these days so I was impressed. I ordered a pair of shorts on special offer from Superdry and they were sent (quickly) to me, unfortunately with the security tag still attached and I don't live near a store. I contacted them and they immediately offered to send me another pair and I could return the previous shorts at my leisure and for free (Great). I then received an email telling me they were out of stock and they apologised, refunded me and said I could keep the current shorts (and take them to a superdry to get tag removed). a second pair of shorts then arrived!! The end result is they said I could keep both pairs and a full refund. Top marks for customer service and resolving complaints.