Having ordered 2 rugs of the same design, one came with a different design. These things happen! I attempted to contact them with 3 e-mails via their website and 2 telephone messages over the next week and did not hear anything back. I then made a dispute with paypal and within hours they were dealing with my problem. After being told that I would be called back on my mobile they called my office and left a message, so I had to call them - again. They offered to replace and collect the item, but I had to stay in all day as they could not give a time for the collection/replacement - who can stay in all day waiting for a rug?