I purchased footwear from Cettire for a Christmas gift. I didn’t expect there to be any issues shopping with them so did not check the package thoroughly once it arrived. When wrapping I took a closer look and noticed they had sent two sizes too large, entirely off the mark. I emailed the team providing photos of the shoes, the packaging and all contents. The first response from the team asked me to provide more photo evidence, so I complied, providing photos of the box it arrived in, the plastic bag and even the store hanger that the shoes were attached too. This brand of shoe does not come in its own box, but is placed in clear plastic (which appears to have caused some confusion with the customer service team initially). I asked if I could swap the shoe for the correct size, as ordered and evidenced on the receipt. This was completed on 14th December, and I had hope to have a solution before Christmas, but understood that would be a stretch. After hearing no response, I followed up with the team on three separate occasions by email in January asking for an update. On my fourth attempt on January 31st I was informed that I would receive store credit, with no further information provided. I challenged the update, asking if the shoes could simply be exchanged for the size ordered. Instead of receiving an explanation, I received an email threatening me with losing store credit if I didn’t send the goods back to Cettire promptly. In addition, they cited the duration of this return being outside of the returns window, as if it was my fault, that they are doing me a favour when it was their mistake sending me the wrong size, and their delays that caused us to exceed the returns window. Interestingly, Cettire provided me with a DHL collection label without any details on when the collection is due to happen. I have since emailed asking for any details on how to return the goods, and not entirely confident the team have been able to effectively understand the problem. Be very careful when ordering from Cettire. If you are unlucky enough to experience a relatively simple mishap, they appear to be unable to resolve it effectively, which can be painful. In addition, I do not appreciate the matter being handled by a different customer services representative with each email reply. It caused the matter to become extended, with threads not being followed effectively. It would be far more effective if one person owned a case to completion, or two at most.