I’ve been a loyal customer for over two years and have spent more than $8,000 on this brand’s clothing. Because I’m in the U.S., I also pay duty fees, which makes these already expensive pieces cost even more. Their shipments come through DHL, and my most recent order went missing for weeks. When I contacted customer service, the support was unhelpful—I was repeatedly told to “check my junk mail,” even though DHL later admitted they had never sent me an email with the payment link for the duty fees. Only after that admission did I finally receive my items.

I’ve never returned clothing before, but this time the jumpsuit I purchased didn’t fit properly. When I tried to return it, the website wouldn’t allow me to, even though they advertise refunds and exchanges. To make things worse, the jumpsuit had two tags, and while trying it on one got tangled in my hair and ripped off—I removed it carefully to avoid damaging the fabric.

After sending more than ten emails, my request for a refund was denied because of their policy starting from the purchase date. This makes no sense, since international shipping alone takes 3–4 weeks before customers even receive their order. Despite my history of multiple purchases and referrals, I was met with refusal after refusal.

Customer service is everything. A brand should value and listen to its loyal customers, not dismiss them. Sadly, after this experience, I will never order again. The clothes are far too expensive to justify the constant headaches, especially when many local brands offer better quality and far better customer service.