Returns 'process' is a nightmare but supervisor eventually intervened and apologised
I was sent the wrong item, then told after a chain of emails that the maximum I can receive is 60% of what I paid, because the warehouse is in Asia and 'they don't have any prepaid labels'. Eventually they agreed to send me the correct item and let me keep the incorrect one but the customer service assistant wouldn't take responsibility on behalf of the company and became quite rude. The business model is a disgrace and I won't be shopping with them again. Update: Following this review, a supervisor got in touch with me, sincerely apologised, offered to deal personally with any further issues with the reorder and gave me a £10 credit (although you have to spend double the amount to use it). This was a welcome surprise and I have updated the review and the score to 2 stars accordingly.