You have to push for a refund - and give them a bad review here - and then they come up with the goods
Exchanges with this company make me increasingly convinced they are not genuine. I bought some trousers but it's looking like I'm not gonna be able to return them. At the moment they are giving me the run around with my request for a refund - trying to behave like a genuine company - but their tactics are all too familiar..... UPDATE - after many exchanges - and after putting up this review - the company have offered a refund less postage, which I am happy with. This made me feel a whole lot better. They asked if I would change this review, which I'm doing, but I very much doubt this would have happened had I not reviewed here and repeatedly insisted a refund was what I wanted. So better than I feared - but not the straightforward returns policy we hope for when buying online.