Use live chat to sort out problems.
I ordered a shirt on 9 November, but I contacted them after 7 days as it was still processing. They raised a ticket (as they say) and they said the shirt had to be back ordered and would be in stock on 25 November. They offered me two options in their reply - wait until it was in stock or exchange the shirt for another item. I was not happy with this because I wanted a refund. I therefore wrote back in the ticket and said I wanted a refund. I didn't get a reply. Later in the day, I started the live chat function and told the agent I wanted a refund to PayPal. She was very helpful. The refund came to PayPal account within an hour. I would therefore recommend using the live chat if you want to get a solution to your problem. After this experience and since reading all the other reviews, I probably wouldn't use them again, or at least I would be very cautious.