I made an initial phone call as I was a bit unsure about buying the bike without trying it first. The feedback and comfort given by the person who answered my call was very re-assuring so I took the plunge. On the order I commented that if it wasn't going to be delivered Friday please could they arrange it for Monday as it was a work address and they acknowledged me with various emails so I knew pretty much excatly when it would be with me. The delivery company were brilliant too and having experienced numerous irritating disasters with others I can't fault them, although they struggled to park up and locate the exact building they did a lap around the block, re-attempted & were very friendly with it - I'm sure others wouldn't. The assembly instructions and packing were very good - nothing difficult if you are used to packing bikes to take on holiday anyway. Luckily for me the bike is great and it fits fine, so I can't comment on the returns policy but if everything else indicates their level of service I'm sure this would have been dealt with effectively. Good work West Brook Cycles, I'm a happy customer.