“I ordered this T-shirt on May 16th using my smartphone. The website displayed a PayPal button, which is my usual payment method. However, when I completed the purchase, the order was processed through Shopify instead. Unfortunately, Shopify still had an old shipping address from a previous trip to Japan, and the order was automatically sent there.
To be clear, the original mistake was mine, and I fully acknowledge that.
However, I noticed the problem immediately and contacted customer service straight away. I sent several messages asking for the shipping address to be corrected before the package was dispatched. After a few days without any reply, I finally received a response on May 18th confirming that the address had been updated.
The same day, I received the DHL tracking information. To my surprise, the package was still on its way to Japan rather than to my address in France.
I tried contacting DHL myself, but as I was not the sender, they could not make any changes. I then exchanged several more messages with customer service, but was repeatedly told that nothing could be done.
Eventually, the package was returned to the UK. I assumed it would then be forwarded to my French address, especially since I had reported the issue before shipment and had been told the address had been corrected. Instead, I received only a partial refund (€88 out of €115) and no T-shirt.
Honestly, I would have preferred receiving the T-shirt and paying the additional shipping costs rather than ending up with neither the product nor a full refund.
Mistakes happen, and I accept my part in the initial error. What disappointed me was the lack of effective communication and the fact that, despite being told the address had been corrected, the package was still sent to the wrong destination.
A frustrating experience overall.”
Hi Xavier,
Thank you for taking the time to share your experience. We appreciate your acknowledgement that the original address error occurred during checkout, and we're sorry that the outcome was disappointing. While we always do our best to assist with address amendments when notified, we are unfortunately unable to guarantee that changes can be made once an order has been placed. Due to the way our international dispatch process operates, order information is often transferred to our fulfilment team very quickly after an order is submitted.
Although the address may have been updated within our customer service system, it is likely that the original shipping information had already been passed to the dispatch team before the amendment could be applied to the shipment itself. This is why our policy states that we cannot guarantee order changes or cancellations after an order has been placed.
As a small independent team, we do our best to respond to and resolve issues as quickly as possible, but some processes can take a little longer than customers may be accustomed to when shopping with much larger brands that have dedicated departments handling these requests around the clock. While this doesn't lessen your frustration, we hope it provides some context as to why we were unable to intervene in time.
Thank you again for your comments, which help us review and improve our processes.
All the best,
Nicole OTHER
