This is an update to my review of 10/10/25! Still no further on, their reply & my response back to them is shown at the end of this new thread!Honestly I would never use them again! They don’t operate like other online retailers & it’s now looking like you never receive a refund on the goods you order if they need to be returned!! I’m expecting my package back soon as returned undelivered!!! These dresses cost me just over £200 then a further £36 to return them to China! :Hi Hannah I’m sorry I’m still not happy with this response & I feel you as a company are not giving the correct information to your customers when they need to return an item. It seems a customs return form needs to be completed & attached to the outer packaging otherwise it won’t pass through customs!From the reviews I can see all your customers are saying they’re following the steps you provide & all the packages are being held in customs then eventually returned back to the sender.I’ve been in touch with Royal Mail & they have advised me my parcel is likely to be returned to me on 21st October 2025! You’re fully aware these return packages are being held in customs & probably unlikely to ever get released & you’re providing the same reply to all your customers. It’s not fair at all on your customers. I’ll be putting this reply in my review.What are you going to do about stopping all the returns being held & unreleased from customs so your genuine customers can have their refunds they are entitled to please?I look forward to your favourable & helpful reply. I will be taking this issue further! Thank you Michelle WhiteSent from my iPhoneOn 11 Oct 2025, at 13:44, Couture-Moda | Customer Support > wrote:Hi Michelle,Thank you for sharing your feedback, and I’m truly sorry to hear about your disappointment. We completely understand how frustrating this experience has been for you.Please know that we take all reviews seriously as they help us improve our service. However, I want to kindly remind you that, as per our policy, we can only process a refund once the returned item is received at our warehouse.Additionally, customs delays are unfortunately beyond our control and can sometimes extend the return process significantly. We truly regret any inconvenience this has caused and appreciate your understanding.We remain committed to resolving this matter as soon as we receive the returned parcel. If you have any further questions or need assistance, please don’t hesitate to reach out.Warm regards,Hannah @ Couture-Moda Support58416:3518381
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