I contacted the store I am Management at a children's residential and we had a young girl arrive days before her 16th birthday I contacted the store as if I ordered on line it would have not arrive in time , i spoke to a lovely lady who was very helpful and arranged to pick it up from the Northampton store (Edie). When I arrived at the store Edie went to get the Manager , she came out and informed me that she would give 20 percent of and free gift wrap due to the young girl being in care and the circumstances , another lady that worked in the shop stated she had been in care herself and said that it was so lovely to see that we go above and beyond so a young girl can have something special , Thank you very much the young girl loved her bracelet , that she had always wanted and loved her charm . Outstanding customer service !!!!