...they sent me a message saying they would only give me a credit note - not refund to my card.
I am a bit pissed off about this, since the consumer protection distance selling regulations say that you are entitled to have a refund - no matter what they say on their site. Had to call the office of fair trading to get the wording right. Hopefully they'll refund me properly now.
Anyway, if anyone else has had a similar email/experience - you don't have to accept a credit note!
I had read on mumsnet that they had good customer service, so hopefully they'll live up to it. Will post an update to let you know