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FWIW, I have had odd, but ultimately resolved, interactions with Kobo customer services here in the U.S. I ordered the Sage and sleep cover and, although unlike Josieb1, I got one with a beautiful screen, decided to return it because I didn't like the extra weight, more slippery grip and button placement. I initiated the return through their chat function, but after about a week of not getting the promised email, returned to the chat function again. They said the return was in process and I would get the emails shortly. Two days later, no emails and nothing in my spam folder. Decided I'd be better off trying to call. Got connected after about a 15 minute wait. The representative first said that the email had been sent -- in July! (before the Sage existed) -- but when pushed, went offline and finally found the return request and, while I was on the line, was able to send me the return email -- which gives you a link to click to confirm you address. I did that, and the process promises you return labels within 24 hours afterwards. Of course, none arrived, so 72 hours later I called again. Shorter wait this time and the representative was able to find the labels and send them to me.
Sheesh. What a process. One lesson, though, is I would skip the chat function and stick to the phone. They can at least generate the first email (address confirmation), while you wait.
Separately, I ordered the Libra 2 from Amazon and, I have to say, I love it! Didn't think I could live with 7" and a recessed screen after my Forma, but the screen image is just so perfectly contrasty and even all away across the screen that I'm keeping it as my main device. However, the Libra 2 sleep cover is disappointing and is going back -- in portrait orientation, it really lists to the side (if you read in landscape, it's great).
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