Luxury Price, Extremely Poor Experience
This was by far the most stressful online shopping experience I’ve had.
It took 34 days to receive my refund after returning an unused item, and I had to send 13 emails to resolve the issue.
From the beginning, the experience was problematic. I couldn’t activate my account properly. When I tried to pay, the checkout repeatedly failed, and I was sent a manual payment link instead of using the normal website checkout.
The sizing was significantly inaccurate despite carefully following the size chart. I then had to pay €35 out of pocket to return the item, even though the website states “complimentary exchanges and returns,” which is confusing and misleading wording.
The company confirmed receipt of my return and stated that a refund was initiated on January 27. However, no refund was actually processed at that time. I had to open a dispute with Klarna and follow up repeatedly before the refund was finally completed on March 2, 34 days later.
Communication stopped when I asked for proper refund confirmation details. Only after Klarna intervened was the issue resolved.
For a brand positioning itself as luxury, the overall service design and customer journey feel poorly structured and unprofessional. The process was unnecessarily complicated and extremely stressful.
I expected a seamless luxury purchase. Instead, I experienced technical failures, unclear return terms, incorrect sizing, and a month-long struggle to recover my money.