I received a hat that had two pulls in it. It wasn't packed very well either. I asked to exchange it for another one. I called Customer Service. They sent me a return label and said I had to send it back, and re-order the hat. That alone is inconvenient but since they have a restocking fee for returns (not exchanges) I asked if there would be a restocking fee. They said there wouldn't be. I spoke to a manager and told her of my dismay at the exchange policy. I thought I could send the hat back and received another one. I was assured by her that there wouldn't be a restocking fee. I received the money back today and it was minus the restocking fee. I called and told them what happened and they said they are refunding the restocking fee. What a hassle dealing with Shoebuy!