I ordered a duvet because some family was coming over. I stayed at my place all day to ensure I would have it on the right day but the driver rang the wrong doorbell. From then on, it was impossible to contact anyone. When I managed to contact someone at The wool room, she proposed after seeming to doubt my version of the fact to give me a refund as I needed the duvet for that day. I accepted but have yet to get any emails from them confirming it except some marketing emails asking me for a review. Mistake can happen at delivery, it's all you deal with it that makes it a good service or not, this was a good customer service.