I ordered a coat in taupe (Order #5430), but I received it in a completely different color (rusty).What followed was nearly two months of back-and-forth emails, repeated delays, and no clear resolution.At first, customer support acknowledged that it might be the wrong color. Then they said they were “waiting for the team.” Then they offered partial refunds (10%, 20%, 30%) or store credit if I kept the item. Later, they claimed the color sent was correct — despite the clear visual difference in photos I provided multiple times, including daylight photos.Key issues:❌ No clear yes/no confirmation for weeks❌ No prepaid return label offered❌ Asked me to pay return shipping to China❌ Repeated requests for “additional photos”❌ Delays blamed on internal checks and holidays❌ Standard policy used even though the issue was their mistakeThe return address provided is in China, even though the webshop presents itself as Dutch. That means returning the item at my own cost would be expensive and risky.I repeatedly requested a full refund because I received the wrong item. Instead of resolving it quickly, they prolonged the process and kept offering partial compensation.The communication feels very scripted and avoids direct answers. Every time I asked for a timeline, I received another generic response.After almost two months, I still do not have a refund.I would strongly advise future buyers to be cautious, especially regarding returns and color expectations.Very disappointing experience.
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