I was hesitant to order, based on the awful reviews. So I placed a (free) call to their customer service first. They were quick to answer and very pleasant on the phone. They explained that they had some problems with returns from the UK at first, and have since changed the system and the courier (DHL) and now everything works as it should. I placed my first order, it was quick to arrive, absolutely beautiful loafers and excellent quality so I am ordering again. They are a little more expensive but that shows in the quality of the products. I have since had to call them again to arrange a return and had no problems whatsoever. Im very glad I took the time to find out for myself. Would definitely recommend.