I bought a lot of hiking hear from their Trekinn website and two items happened to not for me, so I went through the returns process which is pretty straight forward. Since I live in Australia I organised delivery at my considerable cost to send it back to their returns centre. After over a month my package was sent back to me marked "rejected" or something to that effect in Spanish. Although it had the returns number etc and it had reached the returns centre, the package was never opened, but simply returned back to me. What the hell.... And when I contact their customer service email, I was asked for my order number which I had included in the contact form and resent. And then nothing despite repeated requests for a follow up. It has been over 2 months. I think if you are an overseas customer they simply do not do any customer service. Happy to charge you for goods, but screw you on post purchase service on purpose knowing it will be too hard to chase them up.