I placed an order on January 7th
I placed an order on January 7th, January 27tg the order was still in custom clearance status page on UPS.
Apparently there were missing documents from the sender, and I got refunding email on 28th claiming the package is being send to the sender after that you will receive the money. Like what the hell?!
Reply from T.LUXY
Dear Kristina,
Thank you for sharing your experience. We are very sorry for the frustration caused by this situation.
During the period in question, we were in constant contact with the courier, who advised us that the parcel was expected to be released from customs. For this reason, we chose to wait before issuing a refund, as our priority was to ensure successful delivery rather than prematurely cancel your order.
Unfortunately, once the courier confirmed that the shipment would instead be returned to us, we immediately processed a full refund. Please note that the time required for the funds to appear on your account depends on your bank’s processing timelines.
We sincerely regret that this rare situation resulted in such a disappointing experience and appreciate your feedback, which helps us continue to improve our service.
Kind regards,
Customer Care
T.LUXY