I returned some shoes to them this winter and, although it took a while to get my refund, the process was pretty painless. The only reason it took a couple of months for the back and forth was my choice of the cheapest (and slowest) shipping back to the UK. There was such a big jump to even the standard air rate for the size of the box the shoes came in that I didn't have the heart to send it any faster. PBK covers the return shipping, after all.