AGENT2026-05-27 03:35:28路 email/helpdesk
Dear Kristina,
We have received your Refund Request for Order 2333624NA.
We鈥檙e sorry to hear that your item arrived with loose threads, and we understand how disappointing this must be.
To help us look into this for you as quickly as possible, could you please send us at least 2 clear photos showing the problem area? Once we receive the photos, we鈥檒l be able to further assess your concern and assist you with the next steps.
We look forward to hearing from you.
Kindest,
Joan xx
AGENT2026-05-27 03:35:38路 email/helpdeskINTERNAL
Pending Approval: #2333624NA / 725B592924473 | T2 - CLARIF
CUSTOMER2026-06-02 13:10:21路 email/email
Hi!
Yes, no worries here they are attached.
Also it's not just the loose threads it's the overall quality of the suit.
I am used to the thick, quality neoprene fabric that old suits were made of (and lasted years!)
In this one the bag feels sturdier and nicer than the suit. Also the strings are so thin they feel like they're going to snap.
Which is a little disappointing because I had been looking forward to it for a long time!
Thank you so much for all your help!
AGENT2026-06-03 05:17:44路 email/helpdesk
Hi Kristina,
Thank you so much for sending the photos through and for taking the time to share your honest feedback with us.
We're very sorry to hear that the suit did not meet your expectations. We completely understand your disappointment, especially after looking forward to receiving it for such a long time. From your description, we can see that your concerns go beyond the loose threads and relate to the overall quality, fabric feel, and construction of the suit.
Please know that this is not the experience we want our customers to have. While we do have quality control measures in place, it appears that this may be an isolated issue, and we sincerely apologize for the frustration it has caused.
Your satisfaction is extremely important to us, and we'd like to make this right. We would be happy to replace the faulty item(s) for you, as the last thing we want is for you to be unhappy with your purchase.
If you'd like a replacement, please send us your top three preferred styles currently available on our website, including:
Style name
Top size
Bottom size
Bottom shape (if applicable)
Once we receive your choices, we'll check availability and arrange a replacement for you as quickly as possible.
Of course, if you would prefer a refund instead, that's absolutely no problem as well鈥攋ust let us know your preference, and we'll be happy to assist.
We look forward to resolving this for you.
Kindest,
Joanna
AGENT2026-06-03 05:19:09路 email/helpdeskINTERNAL
NON CX FA EX #2333624NA / 725B592924473 (archived)
FABRIC STITCHING/QUALITY https://prnt.sc/idUHpmPa4j36
CUSTOMER2026-06-09 16:32:41路 email/email
Hi!
I think I'd like to just return it. What do I have to do for that? Thanks!
AGENT2026-06-10 06:59:18路 email/helpdesk
Hi Kristina,
Thank you for getting back to us.
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: 725B592924473
Kindest,
Joanna
AGENT2026-06-10 06:59:27路 email/helpdeskINTERNAL
NON-CX FAULTY RF #2333624NA 725B592924473