“I am writing about the incorrect information I received via online chat service and email.
During my first chat in Feb 18th, agent Iris confirmed size NL38= UK12. Based on this information, I placed a new order GE11409974783 GB.
However, after I received an email from Emma, I found out the sizing information was incorrect.
I contacted online agent again around13:30 in Feb 19th to cancel the order asap. Unfortunately , agent Liliana didn’t cancel the order on time, I need to pay 20 euro for return delivery fee.
I don’t want to have 2 dresses in the same size.
The situation has caused unnecessary inconvenience. I wrote an email to request a better solution. But until now , after 3 weeks, I haven’t received any reply.”
We’re really sorry to hear about the incorrect sizing information you received and the subsequent issues with cancelling your order. This isn’t the experience we want for you.
Please contact our customer care team with your order number GE11409974783 and details of the incorrect guidance you were given, so we can review the situation, arrange a proper solution, and address any return/fee concerns promptly.
Thank you for your patience, and again we apologise for the inconvenience.
“I’m really pleased with this dress. It looks exactly like it does in the photos and feels lovely to wear. The material is comfortable and the fit is great. Very happy with my purchase.”
“Ordered this lovely jumper using a first time discount code, but when it arrived it was damaged. As you cannot return and reorder I had to order again but this time without any discount. When the second jumper arrived it too was very badly damaged (the neck band was ripped from the jumper). How can these items (not cheap) be sent out in sealed bags,without any quality control? As I really wanted the jumper I had to reorder and pay out again (before any refunds received) for a third time. Luckily this time I spoke on a Chat line and the person offered me a dicsount and free postage. But all in all a most unsafisfacotryand frustrating experience.”
I’m really sorry to hear you’ve received damaged jumpers, especially after using a discount and trying again. That isn’t the experience we want for you.
We’ll review what happened with the packaging, quality checks, and the returns/reorder process to prevent this in the future.
“Dress was too big for me so returned and I personally, did not like the sleeves so got a refund. However, I did keep another dress I had also ordered which I preferred.”
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