They weren't particularly helpful to be honest. The first person wanted me to send it back at my expense for a refund on the whole order and really didn't believe I had received the incorrect item. The second lady was happy to send me a prepaid label and will send the EO & R once they have received the bodywash back. She did say over night the offer had let an addition 3000 freebies go through over availability. They are having to send one from normal stock, that is available, rather than freebie stock which is now out of stock. She was very apologetic.