Horrendous Returns Experience
Purchased a $190 item which was unfortunately too small, and the return experience is far below what this price point should deliver.
The process is unnecessarily complicated. Instead of a simple return portal, it involves excessive back-and-forth, photographing the item, organising your own registered postage, and even being asked to have the delivery driver photograph the package. For a premium-priced product, this is not acceptable.
Before even being provided the return process, I was directed to re-try the item and watch a “readjustment” video, which did nothing to address sizing. Most boutiques at this level offer a straightforward return reason selection, not a drawn-out process that delays the outcome.
The entire experience feels rigid and overly suspicious of the customer. Due to the lack of a clear system, the item was returned to the sender address on the package. After providing tracking and explaining this, the only response received was: “this says Mermaid Waters, not Nerang.” No assistance, no solution.
At this price point, customers expect a seamless, professional experience from purchase through to returns. This is nowhere near the standard.
The product aside, the overall experience significantly lets the business down. Until systems and communication improve, I would not purchase again. At this stage, it is more efficient to forfeit any exchange or refund than continue engaging with the process!
Réponse de Sueurswim
Hi Lia,
We’re sorry to hear you felt frustrated with the returns process.
To clarify for future customers, return instructions, including the correct return address, were provided prior to the item being sent back. Unfortunately, the parcel was instead sent to a different address that is not connected to our returns facility, and therefore has not been received by our team.
As a small business operating across multiple fulfillment locations, we provide specific return instructions to ensure items are received, tracked, and processed correctly. Once a parcel is sent to an incorrect address, it falls outside of our control and must be resolved with the postal carrier as explained.
While this situation was outside of our policy, we chose to arrange a replacement as a gesture of goodwill.
For clarity, requesting photos prior to return is a standard step designed to confirm item condition before shipping and help avoid situations where customers incur return costs for items that may not be eligible.
We appreciate and take on all feedback and are continuously working to improve our systems as we grow.
Natalie