I ordered my second bottle of perfume, and it seems it will be the last. The item arrived damaged: the bottle was unglued from its base. I contacted customer service and sent photos to ask how to proceed. Initially, I had to wait a week for an 'internal investigation' (which seemed unnecessary). Eventually, I was informed that I could keep the faulty item and choose another or request a refund. I opted for a refund on 20/11, and since then, there has been no update. When I inquired about the refund, I was told it could take up to 15 days. It's frustrating, as transfers within the EU usually occur within two days. After nearly a month, I'm still without the product and the money. This is unacceptable for a luxury brand. The process should be better organized.
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