the worst customer experience i have ever had with any online shopping experience (forcing me to write my first ever customer review), i had made an order for 2 pieces of clothing ( Mind you its £350 + ) on the 31st of January 2026 and it was expected to arrive on the 3rd of February which was great, so the the first piece arrived on the expected date which was great, and i was informed that if you order multiple stuff they might come separately which was fine of course, no big deal . then i waited and waited . zero contact from the brand at all as whats going on , no email for tracking the shipping, nothing. Just complete Silence. which of course irritated me because i was planning on going to snowboard lessons. so on the 6th of February I take it in my hands and call the customer support where i waited for 10mins only to be ignored, so i said the last resort was to of course email them . which i did, explaining my situation and asking for updates as to whats going on, and no response again. and so i waited thinking that they are very busy which i do understand but come on thats to long. So i decided to call them once again on the 11th of Febraury where i was luckily connected to a customer support lady, and once again explaining my situation, where she told me that its on the way and rest assured (I still didnt get any tracking number for my shipment), however i asked for a refund for the second piece of clothing that has yet to arrive to this date of writing this review, i was told you could get a full refund on the second piece of clothing but since its in transit which you must wait until it arrives so you could send it back. so just to be clear i have to go out of my way to print a " free return label " and package it , and make sure its secure then walk to the post office and return it. which sounds ludicrous as i have yet to even receive the package, meaning as this pace with how they treat their paying customers with this much neglect, I will wait even longer for the refund, where it will also get delayed most likely and get it by mid of march if i am lucky.
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