I ordered a pair of shoes on June 24th. They arrived 9 days later on July 3. After going back and forth about keeping the shoes (despite claiming "true to size," they're too long), I considered returning them and printed a shipping label. Then I decided to contact customer service on July 13 to ask a question about the fit of the next smaller size (before going through with their highly inconvenient returns process), because they encourage you to reach out. It's July 22nd and I haven't heard back. I've decided that instead of continuing to wait for a response that may not even come, I should go ahead and exchange for a smaller size. But it turns out that I cannot reprint the shipping label, so I reached out a second time. Because it takes so long to get a response, I'm pretty confident that I won't hear back within the 45 day window, which would leave me with an unreturnable pair of shoes that don't fit. To make a return or exchange with this company, you are required to make a whole separate purchase. I honestly don't want to be out $100 for new shoes and risk not hearing back about the shipping label, and being stuck with the other pair because I can't do something as simple as reprint a shipping label myself. Is this company doing so well that they have so much business that their customer service department is so slammed (even after "hiring more people") that they can't respond to anyone in a timely manner? Or are they doing so poorly that they can't afford to the correct number of people and also simply MUST charge people for return shipping to stay afloat? It's really confusing and makes it hard for me to trust this company. I'm very concerned for the health of their employees if the workload is THAT HEAVY that even after "hiring more people" like they claim, they still can't respond within a couple of days. It's a shame because I do like some of their shoes, but it's SUCH a pain to deal with them. So rather than taking a gamble that someone responds to me by August 7 and having no time to complete a return, I am being proactive and posting a review on Trustpilot because that's how people seem to hear back from this company. I hope this also helps others set their expectations if they decide to try these shoes. (And yes, xero, putting a picture of someone's dog as consolation after telling your customers it'll be more than a week before someone will maybe get back to them is a bad look.)