I've been trying to get a refund on the wrong product that was sent out for my daughter's birthday back in March! I've emailed at least 10 times and only once have I had a response. That was a standard return that I would have to pay for the return delivery! I tried to explain that it was the wrong product sent out and they should pay the postage but they have sadly ignored all of my emails. You can't call because Covid has meant they can't have a phone. It's a shame because they have good products for my daughter who would benefit from, however, I won't be ordering from this company again.....I still have the wrong product and not reply at the end of June!