In my very first order, I got their returns policy confused with another site. I made a huge purchase with intention to try on and return all but 1 for an event. I got the policy wrong and the lovely customer support team was so understanding and helpful (I was sweating bullets thinking they were going to say too bad).
They promptly replied and cancelled my order. ANGELS.
My reasoning for 3 stars however, is purely based on the returns policy. The team themselves are lovely, I just don’t agree with the no refund returns policy and think this could be improved for better customer experience. Having a strict policy especially for such high price items, is a purchasing deterrent.
I did end up making a second order and getting a credit voucher for returning 2/3 dresses. That voucher is also only valid for 6months rather than 12 (these event wear dresses are not cheap and I don’t have many events quite so frequently as 6months).
Also when reaching out for support to find my credit voucher, support came in 4business days later, which is quite slow.
That being said, the actual staff responses and team are lovely and polite :)
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