Theseventharkive Arvostelua 

Vastaus yritykseltä Theseventharkive

Päivitetty 5.6.2023

Hi Celina,

I just checked the order (#20008) and the reason why you haven't receive it is because all the products you purchased are pre-orders. As mentioned on the website, these pre-order are meant to start shipping from around mid-june! The production is almost done and they'll ship out to us very soon ;)
If you want we can always be contacted via email at info@kenyuniverse.com ! Don't hesitate to email us if you have any question or worries or simply need informations, we always reply!

Thank you,
Ezra xx

Vastaus yritykseltä Theseventharkive

3.5.2023

Hi Solibel.
I am really sorry about this. You only received the crop top as it was the first product we received from the collection and we informed that we will half fulfil orders so you could get this item first while waiting for the rest as there were a little delay in the shipment's delivery! The rest is coming and your order should be dispatched by the end of the week / beginning of next week. Once it is processed you will receive a new confirmation email with your tracking number.

I hope this reassures you regarding the rest of the order :)

Thank you,
Ezra xx

Vastaus yritykseltä Theseventharkive

5.5.2023

Hi Melody,

I am really sorry that you didn't have a good experience with us.
As you might know, we make our clothes from scratch, from creating our size chart to choosing the fabric for the product to the final production therefore it might be the reason why our measurements were different from the ones you are used to. For this same reason we add the size chart on every product page to make sure everyone can refer to it before order.
We received a lot of reviews from plus sizes and never anyone mentioned our items being too short or not covering enough. We also received pictures from customers who were very happy with the sizing and the fit, the crop top fitting plus size perfectly. So I apologise if it wasn't your size.

As for the sweatpants, it is the same and we used a regular sweatpants as reference. Before starting the production we always make a sample to make sure the size and fit is what we want. We did it for this product as well and it was exactly as the drawing. If you refer to the drawing as well you can see that it tightens around the ankle, like a jogger sweatpants, which is exactly what you received so the fit is totally normal.
As for the rest of our products, we used our own size chart for the zip-up and they are the exact same fit as all the rest of our zip-ups. They are long since they are meant to be oversized, as seen on our social medias or on the website.

I am sincerely sorry for the experience. Would you like to email us some pictures of what you received so we can check if there was an issue with the products you received and eventually do something about it?
Also, regarding the INDIGO please make sure to check the size chart as these products are oversized and very very long (for the pants). If you can pop into our email with your order numbers I will help you go through everything so you don't experience the same issue with the rest of the products.

Thank you,
Ezra xx

Vastaus yritykseltä Theseventharkive

Päivitetty 21.3.2023

Hello Arijana,

I am really sorry you are not happy with your experience.

The AGUSTOUR collection was actually released three weeks ago, so your order can't exactly be from 5 weeks ago...

As mentioned on each article's page on the website and on our socials, the Agustour collection that includes the jeans you bought is a pre-order. The release date is stated in the article's description and is set from April 15th.
We opened pre-order for those products as we wanted to be able to have them and ship them before the tour starts in order for everyone to be able to wear their items for the concerts. I apologise if you missed this detail and were confused about not getting your order. I can assure you that you will receive your product once the shipping starts. As soon as your order is dispatched you will also receive a confirmation email with your tracking number so you will be able to track it.
Please remember that kenyuniverse is a small business with a team composed of only 2 persons and we might sometimes take time to reply to emails but we don't ignore them.
Please don't hesitate to contact us might you need further informations.
Thank you,
Ken & Ezra

Vastaus yritykseltä Theseventharkive

21.3.2023

Hello Pam,

I am really sorry about your experience. The INDIGO set released on January 20th was set to release on March 19th and not February, I am sorry for the confusion.

Regarding the shipping, it is stated in the policies that it takes up to 5-7 business days from the moment the order is dispatched and handed over to the shipping company, not from the moment the order was placed.

Once your order is processed you will receive a confirmation email with your tracking number.

Thank you,
Ezra xx

Vastaus yritykseltä Theseventharkive

5.2.2023

Hi Jewel,
I am really sorry for the inconvenience caused. I just checked your order and can see you purchased several items that are pre-orders. As mentioned on the description's items, the shipping date for the INDIGO set and the MORE zip-up is from February 19th.
I can confirm we have your order and it was never dispatched as all items are pre-orders. The 5-7 days shipping is, as mentioned on our policies, from the day the order is dispatched and not from the order is placed. I am sorry for any confusion.
I can guarantee you that we didn't scam you and that you will receive your order once we get the products delivered to the warehouse and after we quality check all the products to make sure you're only receiving good quality products. As soon as the order is processed and dispatched you will get a confirmation email with your tracking number so you'll be able to trace it.
I hope you'll still be excited to receive your order once it's dispatched!
Thank you,
Ezra xx