If you want to address them in an inquiry using their online chat — forget about it. I do not know whether they are busy or their chat is not working, but it is better to contact them through phone. Last week, I received my utensils for the kitchen and 1 was completely broken though it is wood which should not be broken. I wanted to ask for a refund or them to resend this item, and their chat was like a desert with no signs of life. Only when I phoned them, I encountered a pleasant conversation with a customer support member who gladly agreed to resend the item. No more complaints regarding their services but I wait for a chat to be working! a