I emailed about auspost losing my parcel, that I was hoping to have the tote for a flight I was getting on in a few days. I got a reply in, no joke, 5 minutes!! On a Sunday!! Olivia said they would express post out a whole new tote first thing the next morning. I had it in two days, the day before my flight! I bought it over a month ago, and I thought I wasn’t gonna have it in time, so I super happy and extremely impressed! Could not thank Olivia Jean enough. The tote bag is SO nice!