I've ordered shoes, some clothes, and some outerwear. The shoes and outerwear were good quality. The shoes were a little big, but I assume that's because there's a difference in shoe make between the UK and the US? The clothes that were cheaper were really cheap, but I do have some pieces that I absolutely adore. If you shop on Boohoo, I would really only buy pieces that are more pricey because I think they're the only items of quality. Truthfully, I have never returned anything, so I can't say what dealing with customer service is like, but I always got all the items I ordered and always got them in a decent time frame.