I ordered 2 graceful ceramic vases as a gift for xmas, they arrived 3 days before xmas the box was damaged, the one vase was broken.i rang customer service & spoke to Kirsty who was extremely helpful, she advised if I could send a picture of the damaged box etc, she could issue a new vase to be despatched immediately It arrived in time for Xmas. The vases are beautiful lovely shape great service