I usually have good customer service with them. They are totally selling fakes, from china but that's a different story.
But they other day my kid ordered a hat and some shoes and they send the hat in the wrong size. When I emailed them about it, they said they would send me a replacement hat if I ordered 12 items. Thinking that I misunderstood their broken english and bad grammar, I e-mailed back and asked "excuse me, I have to order 12 items in order to get the item that you messed up?" and they said "yes, if you order 12 items we can send you a different hat".
So, I'll keep you posted on what happens:-/