The whole process has been sadly poor.
The sizing was wrong, they were massive (ordered a 4 for my uk size 12 daughter and they drowned her), so I tried to exchange for a size 3. They took 2 weeks to process to return, even though they emailed to confirm receipt of the return. That’s a crazy long time!
Then silence. When I chased, they said one of my items was out of stock, so ‘held my order’, then I chased again and was told both items out of stock and no exchange. This feels like a scam