I had bought a dress in size small but it was more like an extra small, and so I bought a medium instead which was too big; On their website, it states that you can return items as long as it is not on sale. I had used a discount code and so had checked with them if the item was still eligible for a refund to which they had advised me was fine.
I had posted the dress back and had to chase them up multiple times for the refund- They required a tracking number so had it not been tracked/signed for, I probably would not have been "refunded".
Initially, they had advised me that the refund had been processed and that it should be back to me within 10 working days but this never happened; The order was £60+.
I asked for an update multiple times, was asked for a tracking number and once provided AGAIN they'd stop responding.
I had to go through my bank to arrange a refund which took almost another month to which they said they could not uphold my concerns as the website states that if an item is on sale it cannot be returned. I had to send them a screenshot of them agreeing that the discount code used was excluded before they took action and finally refunded me over a month later!

On their website, it states that they have 5 stars on trust piolet when they actually have a rating of 2!