I ordered 3 items on a thursday totalling over £19 so I got free delivery. The day after I placed the order I received an e-mail apologising that 1 item was out of stock but they would have it in next week and would send the whole order then. I wasn't particularly impressed and wanted to get in touch with them but I couldn't find a telephone number to call them so I replied on the e-mail telling them I wanted the rest asap and they should either send them separately at their expense or refund the missing item and send the rest asap. I was slightly surprised to receive a very nice e-mail telling me that they were very sorry and they would refund the difference and send the rest asap. This took the order under the £19 threshold but they left it at free postage and they arrived this morning (monday). I will definately use them again. Prices were excellent too.