I ordered sneakers (EU size 38.5) from the company on 12 October, and they were only delivered to Switzerland on 19 November — an unreasonably long wait. The size didn't fit, and the situation worsened from there. On 20 November, I returned the package via the postal service to the designated return address in the Netherlands (tracking number included). I followed the company's return instructions precisely:
1) the customs declaration stated “Return of merchandise”,
2) emails confirming the purchase and return were included inside the package,
3) the box was marked as a return.
Despite this, on 26 November, the package was flagged for customs charges in the Netherlands, and the postal service demanded €85 in import fees, treating my return as a regular import. This is completely unacceptable for a return.
I reached out to customer support on 27 November, providing photos of the documents and explaining that customs required payment by 10 December, asking for urgent assistance. I received only a formal, unhelpful response. I followed up again on 06 December and 09 December — but no action was taken.
As a result, on 12 December, the postal service sent the package back. Now I risk losing both the item and the refund, and I might even incur additional return shipping costs — if the package doesn't go missing entirely.
Conclusion: returns with this company are a gamble, and customer support is virtually nonexistent when real issues arise. If the company does not provide a prepaid return label, I highly advise against placing an order — you may waste your time, money, and patience.
Rating: 1 out of 5.
If I could, I would rate it (−5).
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