Ordered a gift bundle of items as a Xmas present which included two ornaments. We checked the items when they arrived but didn't take the ornaments out of their display boxes in order to keep them in good condition for Christmas. Unfortunately one was damaged (wing wasn't attached to Charizard) and it was only being held in place by the box itself. We contacted them on boxing day but they refused a replacement due to it arriving 31 days prior and not the 30 of their policy. We did ask them to escalate but we got the same computer says no answer. Really disappointed in them, we were wouldn't have had this issue with most other retailers who offer extended returns over Xmas.
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