I ordered the above item from Milanoo, which arrived on 24/09/2018. The dress did not look like the dress I had ordered! So I contacted Milanoo to request a full refund of £19.15 (to cover the cost of delivery as well) and was told that due to their terms and conditions 20% would be taken from the total cost of my purchase and delivery. If I had returned the item due to normal circumstances I would have accepted this, but as they sent me an item that did not resemble the item I had paid for, I felt this was completely unacceptable. On review of their returns terms and conditions, it says: 'Other notes: 1. Since it is a manual measurement, the physical size may be slightly different from the size chart(Apparel Products: ±4cm for the bust, waist and hip size, ±2 cm for the item length and the sleeves length and so on). 2. Due to the shooting light and the screen setting, physical color may be slightly different from picture online. 3. Please notice some products may have odor, fading, spinning and wrinkle due to the feature of material, it's not a quality problem. 4. There may be a little stain in the production process of the product, which does not affect the use of the product. 5. It is possible that some clothing buttonholes do not open. Please cut it with scissors after it is received. Please do not cut the buttonhole beyond the border. 6. Accessories, colors, patterns, product details and so on may be slightly different from the pictures online due to different production batches.' The fact that the above points need to be stated in their terms and conditions means that they are aware that they are selling faulty items knowingly! Milanoo then went on to advise me that they only accept returns by recorded delivery, which I completed on 29/09/2018; which in turn cost me an additional £10.55. When I informed them that my item was in transit and confirmed the recorded delivery tracking number I asked them how to register a formal complaint. I was told they did not know why I would want to complain even though I had expressed my dissatisfaction on every single correspondence with them and was told to be patient while they processed my refund. I then asked them an additional 4 times how to make a formal complaint and each time my question was ignored. I received a patial refund of £10.42 on 08/10/2018 which is just not good enough due to the faulty item and time wasted contacting this sham company. So to date, I have paid for an item that did not look like the item on their website, I have then paid additional cost of the return of this item and was then charged a fee for the pleasure of the returned item. I think this is absolutely disgusting and further proof that this is a scam website. I am not trying to get compensation (although this is deserved based on all of the time I have wasted communicating with this scam company); I would just like my 20% fee and postage re-embursed which in total is £19.28. This would resolve my compliant and going forward I would know not to purchase anything from Milanoo again and would warn others against it!