I ordered a game from them and it didn't show up. I had to wait 2 weeks before claiming it lost in transit. I emailed them twice and recieved a polite, immediate response each time from two different humans!
Once the two weeks were up they asked me would I like a refund or replace and I chose replacement. They've sent it out via Special Delivery at no cost to me, which was a surprise as the orginal order was just free post.