Thank you for your feedback, and we’re genuinely sorry to hear that your experience didn’t meet your expectations.
We take full responsibility for the initial mix-up with your order and acted quickly to arrange a free return and replacement, aiming to resolve the issue for you as smoothly as possible.
With regard to the returned item, we understand how disappointing it can be when a return is not accepted. However, the dress we received back was significantly damaged and unfortunately could not be accepted in line with our returns policy, which requires items to be returned in a resaleable condition. This was confirmed following an assessment by our team, including a senior seamstress.
We also want to address your comments about the quality of our dresses. Throughout our correspondence, no concerns were raised about quality until after the return was declined. We take great care in the design and production of our garments, and we are proud to offer UK-made dresses that meet a consistently high standard.
While we’re sorry this situation has left you feeling disappointed, we remain confident in both the quality of our products and the fairness of how your return was handled.