I don’t know where to start but this would be zero if possible. Firstly I get sent a fake bag , their response, having quizzed me & obviously not wanting to admit it, was to reprimand the seller !!! Really ??? Remove her id say. She already sold 3 of the exact same bag so please check you have the real thing - she was charging in excess of £600 for a rubbish bad copy of the bottega veneta cassette bag. So….I go back on & buy an authenticated bag which EVRI have now lost. Nothing but lame replies since 08/09 but I sought advice from CAB and they 100% should refund immediately or ship an alternative if the delivery date is not met. Which is wasn’t. Stay away, it’s such agro & with very little policing of who can sell fake very expensive goods.