I ordered a Marc Jacobs bag which was supposed to come with a detachable shoulder strap. When the bag arrived, the strap was not included so the product was not "as described" and I knew I was entitled to a refund. After weeks of emailing, Cettire finally accepted that I could return the incomplete item, but now they have both the bag and my money. They have not issued a refund and are ignoring my emails. There is no contact telephone number. I am contacting my bank today to ask what I should do next I am very disappointed that Cettire have not just rectified their mistake and refunded my money. Please beware this company and buy from a different one.