I placed an order at the end of November and paid straight away. The purchase was intended as a Christmas gift, so timing mattered.
The parcel was not delivered, but I did not receive any proactive notification from the webshop explaining that delivery had failed or that the address needed clarification. I only found out something was wrong after contacting customer service multiple times myself to ask for an update. At that point I was told the delivery had been unsuccessful and that the parcel was entering a return process at the carrier.
From there, the situation turned into a long exchange of emails — 38 emails in total, back and forth between me and several different people on their team — with repeated requests to “wait patiently” while the package was supposedly returned to an overseas warehouse and then resent. Weeks passed without a clear, concrete outcome. Each time I asked for a solution, the response focused mainly on logistics being “out of their control” and on me waiting longer, rather than on resolving the case quickly.
Because the order was placed at the end of November and was meant as a Christmas gift, a delivery in January would be too late to be useful. I therefore asked for a refund instead of reshipment. Initially, this request was refused. I was also told that if the parcel was not resent, it could be destroyed by the carrier and they would not be compensated — which, regardless of the business impact, did not change my situation as a customer who had paid and still had not received anything.
At one point I offered to accept delivery purely to prevent destruction of the goods, but I made it clear I had no intention of keeping items arriving far too late, and I asked for written confirmation that I could return the parcel at no cost. The webshop stated they would not cover return shipping. Later, I was asked to remain patient until the end of January for an update — and when that deadline passed without any delivery, it was again up to me to contact them to state that I still hadn’t received anything. Instead of a refund, I then received an offer of store credit, which I declined. Store credit is not an acceptable substitute when the goods are not delivered within a reasonable time.
After further follow-ups, they finally processed a refund. However, the refunded amount did not match the amount originally paid, so I had to follow up again regarding the remaining difference — which is still not resolved.
In summary: delivery failed and I was not informed proactively; I repeatedly had to initiate contact myself, resulting in 38 emails back and forth; resolution took a long time; a refund was initially resisted and alternatives like “wait longer” or store credit were offered; and even once refunded, the amount was not correct the first time (and is still not fully settled). This was a very time-consuming experience for what should have been a straightforward order.
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2014, Aelfric Eden was founded in San Marino, CA.
As an Asian American, the founder of Aelfric Eden brings together a diverse upbringing influenced by both Eastern and Western cultures. The founder said: “We have experienced both cultures and have seen the best of both worlds. Our goal is to combine our passion for Asian streetwear and Western-style to create a sense of fashion that we can all appreciate.” This unique blend enables them to bridge the gap in the subculture world, creating a distinct form of expression and identity that is uniquely their own.See more
