I waited almost 3 weeks for my order, and while I take responsibility for selecting the wrong size, I did measure beforehand. Unfortunately, being pregnant, my body changed by 4cm in that time — something completely outside of my control.
All I wanted was a simple size exchange. Instead, the entire process has been unnecessarily complicated, unclear, and frustrating.
Here’s what I’ve been told:
- I had to pay for return postage (which I’ve already done)
- I now have to pay an “admin fee” that was never clearly disclosed upfront, and I’ve been quoted different amounts ranging from $20 to $45
- I may also have to pay for postage again on top of that
- No refund is available — only store credit — despite the entire website being on sale when I purchased
- No one can give me a straight answer on whether I’ll actually receive store credit or a direct exchange for the correct size
I’ve been going back and forth with Roise and Christiane over a long email thread, repeatedly asking for clear, direct answers — and instead, I’m getting vague responses and explanations about how the business operates, rather than actual solutions.
To make things worse, I was encouraged to repurchase the item in the correct size before even returning my original pair, with no guarantee I would receive my store credit. That is not a reasonable expectation.
This whole experience feels disorganised, inconsistent, and unfair to the customer. Policies are not communicated clearly, costs keep changing, and getting a straight answer seems impossible.
At this point, I still don’t even know what outcome I’m getting or if im going to get a store credit or exchange or what i have to pay ontop of what ive already paid for — which says everything.
2 stars becuase customer service is everything.
The products seem to be good quality but i will not be buying from them again.
I hope im lucky enough to get a credit or my money back once they have received the leggings.
Extremely disappointing.
