The issue that I have experienced was: I paid for next day delivery which did not arrive and there was no knowledge or information from either Dunhelm or DHL why! I contacted shockingly poor customer service who refunded my next day delivery cost but would not refund the cost of my order until they received it back from DHL. I was therefore left in a position of not having the money or the order while DHL have one aspect and Dunhelm have the other. Why on earth should I wait on a refund for an order I am not returning (which I accept would be the case if I was returning it myself) but which I have not received. I have been a long time customer of Dunhelm from quite a young age. I will not under any circumstances ever shop with them again either online or in store. Eve