What an absolutely appalling experience with this brand. I ordered some outfits in a few sizes, after trying the clothes on I returned 4 of the items on 06/12/2025. I received an email from them confirming they had received my parcel, but after weeks of waiting there was still no refund.
I contacted customer services via Facebook messenger and Instagram DM (there is no phone number) I repeatedly received an automated message to say that they were experiencing high demand and somebody would be in contact. This went on for so long that I had to pay my Klarna balance in full.
Several more attempts were made to contact customer services and when I finally reached speaking to somebody this was just as unhelpful. First they told me that my refund time had exceeded, to which I explained to them that this was due to their incompetent customer services and that my parcel was returned the day after receiving it. They then wanted me to provide every detail that they surely should have - how many items I’d returned, their product code, their price. Considering they had my order number surely they could see this from their side? I had to provide them with proof of my parcel drop off and show them their own email confirming they had received my parcel. After all this, they only refunded 2 of the 4 items returned.
I kept on with the messages asking for the balance to be refunded, but despite the chat history the person messaging me asked to provide every detail again. This went on for several days, before I finally received the balance of my refund 9 weeks after I returned my parcel.
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