I mistakenly placed two orders and quickly requested the cancellation of the duplicate item—Thaloria Vexelle from Order Q2199—on November 6 at 14:10 PST, well within the 24-hour cancellation window. Despite following the correct process, the item was shipped before my request was processed. I repeatedly followed up to find out if the cancellation was addressed or, if not, how to return the item for a refund of $40.95. Instead of a resolution, I received delayed responses indicating the matter was still 'under review,' followed by a claim that cancellation was impossible since the order had already been processed—contradicting the stated policy, as I notified them within the required timeframe. I noted that this failure was due to internal delays, not customer error, and requested a full refund without needing to return the item internationally, or at least a prepaid return label. Since then, my messages have been ignored, and I have received no updates, refunds, or return instructions. I'm seeking immediate resolution. Upon arrival, the products are poorly made, and there is no known address in Canada to lodge a complaint with the Better Business Bureau. Based in Montreal, but no identifiable address or postal code. It feels like an online scam selling cheap replicas, and they do not adhere to their own customer service policies.
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