CUSTOMER2026-04-23 21:15:56路 email/email
You received a new message from your online store's contact form.
Country Code:
CA
Reason For Contacting:
general-enquiry
Firstname:
Sherry
Lastname:
yu
Email:
sherryyu629@gmail.com
Phone:
7789982906
Ordernumber:
2313657NA
Body:
Hi, I received my order couple days ago but I realized
one of the buckle of the top is damage so I am not able to wear
it. This is the MAIA - MATO Red Terry Towelling Scoop Bikini top.
The tag is still attached to the top. Would you be able to
provide assistance?
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AGENT2026-04-24 09:47:07路 email/helpdesk
Dear Jiaying,
Thank you for reaching out, and we鈥檙e sorry to hear that the clasp on your MAIA - MATO - Top arrived damaged.
We understand how disappointing this must be, especially when you were looking forward to wearing your new item. We appreciate you letting us know, and we鈥檇 be happy to assist further.
Could you please send us clear photos of the damaged clasp and the problem area, along with a photo of the full item with the tag still attached? Once received, we鈥檒l be happy to review this for you.
Kindest,
Crystel
AGENT2026-04-24 09:47:14路 email/helpdeskINTERNAL
T2-CLARIF 2313657NA
Broken Clasp
CUSTOMER2026-04-26 13:00:11路 email/email
Hi Crystel,
Please kindly see attached pictures.
Thank you,
Jiaying
AGENT2026-04-26 13:30:43路 email/helpdesk
Dear Sherry,
Thank you for getting back to us.
We are truly sorry to hear about the condition of your bikini. We take great pride in our product quality, and each item undergoes thorough quality control before being shipped. However, in rare instances of defects, we are committed to providing a prompt replacement.
We would like to send you the MAIA - MATO - Top S+ to the same shipping address as your original order.
Just a little headsup: we cannot change the shipping address due to sales tax regulations in various states.
We look forward to your confirmation.
Kindest,
Crystel
AGENT2026-04-26 13:31:05路 email/helpdeskINTERNAL
NON CX FA EX 2313657NA
NMAIMATTOPSP - 19
CUSTOMER2026-04-26 23:06:10路 email/email
Hi Crystal,
Would you be able to proceed with the refund instead?
AGENT2026-04-27 00:16:39路 email/helpdesk
Hi Sherry,
We are sorry to hear this and have filed a request for your faulty item/s to be refunded.
A credit will automatically be applied to the original payment method and a notification email will be sent once processed. In regards to the faulty items, no need to send them back.
Your RA number for the refund is: 2313657NARF
If we can be of any additional help, please do not hesitate to reach out to us鈥攚e're always happy to help!
Kindest,
Nikka
AGENT2026-04-27 00:17:01路 email/helpdeskINTERNAL
NON-CX FA RF: 2313657NA / 2313657NARF
Issue: Clasp > Broken / https://prnt.sc/_6DGAG4mWfma
incl. SF on this order