Customer chat is appalling. They are rude and cut you off before the problem is solved. The told me the email for the account was my ‘wrong entry’ (my fault apprently!) as I wasn’t receiving my refund email - but conveniently I was still receiving marketing emails from them!! I had to beg fo let them to not close the chat as the issue wasn’t resolved. Don’t be fooled by the prices, it reflects their shocking customer service. Completely unacceptable for a retailer of this size. Happy to take your money but disengage with any refund process. Back to other brands like ASOS for me