I remember ordering some aftershave from Connaught (the 400ml Proraso) which arrived in a soggy but nice smelling box. The lid had worked its way loose in transit - losing about 100ml or so - apparently, it was quite a common issue with these bottles. Anyway, I emailed him just to let him know for future orders, I said I didn't need to return it as there was still plenty left and the postage and hassle weren't worth it. The next day a full bottle arrives at my house (with the lid taped on) no mention of returning the faulty bottle, no mention of covering postage. To me, that is customer service and why vendors like Paul have been my go-to for a long time. It is also one of the reasons - I think - these guys have been in business for as long as they have.