I've found Ian to be a straight ahead guy. My first order, a "black knight" leather glengarry and a royal blue balmoral arrived in timely fashion. Next I ordered a diced green balmoral. The order was confirmed but my account was never debitted and the hat didn't arrive. I just assumed it had fallen through the cracks. Some months later when I ordered a plain green balmoral, Ian replied by saying its cool if you don't want to wait any longer for the diced, shipped me the plain and cancelled my diced order. His communication may not be the best, but I liked the way he treated me and his product is excellent.