I’ve been a loyal Shein customer for a long time. Recently, due to a health issue, I couldn’t return an item on time (exceptional circumstances). Despite explaining my situation (and requesting a chance to exchange the items size at least ..) my request was denied, and the escalation was never raised. My ticket was closed and marked 'COMPLETED'. I feel ignored and will never use the the shop again.
I understand return policies, but exceptional cases should be handled with empathy. Disappointed with the lack of flexibility.
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