I purchased a KW pendant from the 50% off sale without realising that no exchanges could be made. The pendant arrived and was much larger than I was expecting (thought it would be the smaller botanical heart). After heading to Albany, Gabor told me he would email head office and see what he could do. He got back to me very quickly the following day and told me I could exchange the necklace at North West (closer to my house). The woman at NW W&H was also extremely helpful! - Not sure of her name, Asian lady, maybe in her 40s? Overall, super impressed with W&H's customer service. 5 stars!