I wish I had known the true costs before clicking "purchase." My online ordering experience started great—their existing customer service was amazing, answering my initial questions extremely quickly and clearly. However, the goodwill stopped the moment I needed to return the item. This is my cautionary tale for any future international buyers:
The only downside is that if you return/exchange an item internationally, they don’t refund the shipping which is $60 and you have to pay extra to ship it back again (+$30).
Spending $90 just to
not
keep a dress is unacceptable. I felt compelled to leave this review and engage their customer service team immediately, not just to complain about the massive fees, but to understand why these policies aren't clearly upfront.
Customer: I need to discuss my recent international return. I am shocked that I am being penalized $90 just because the fit wasn't right. I've already lost the original $60 shipping fee, and now I have to pay another $30 to ship it back?
CS Rep: I completely understand your frustration regarding the international return costs. I sincerely apologize that the fees feel excessive, and I recognize that $90 is a significant amount. Unfortunately, our current policy states that original international shipping charges are non-refundable, and return shipping is the customer's responsibility.
Customer: That policy needs to be front and center! $60 is a huge investment upfront. Is there anything at all you can do, perhaps offer a store credit for the return shipping I paid, since the policy details were so buried?
CS Rep: While I cannot override the policy for the original $60 shipping charge, as a gesture of goodwill, I can issue you a $30 credit toward a future purchase to cover the return shipping fee you incurred. Would that resolution be acceptable?
Customer: A credit for the return shipping is better than nothing, thank you. Please ensure your website makes the total financial risk for international customers much clearer moving forward.
Here's more information on GraceQueens Discount have a look at our webpage. CS Rep: I have noted your critical feedback regarding the clarity of the international returns policy, and I am processing that $30 store credit for you now.
The reason I left this review on the website is to hopefully prevent others from falling into the same trap.