Re: New customer message on March 27, 2026 at 11:44 pm

Dear MacKenzie, Thank you for reaching out to us. We're very sorry to inform you that, since FedEx has already initiated the return-to-sender process due to multiple failed delivery attempts. At this stage, it is no longer possible for us to arrange the parcel for redelivery. The Return tracking number is 482462385924. As a result, we are only able to issue a refund for the item cost, less a $20 USD administration fee. Please note that the original shipping fee is non-refundable. If you’re still interested in receiving the suits, you will have to place a new order directly through our website at your convenience. Please note that our order processing timeframe is 1-2 business days while shipping thereafter takes between 3-5 business days (weekends, holidays, and customs clearance delays not included). If you have other questions or concerns about your order, reach out to us anytime and we will gladly assist you. For follow-ups, please include all of your questions or concerns in one email so we can address them all efficiently. Wishing you a lovely day ahead. Kindest, Katrina x

Hi Mackenzie, Thank you for your message, and we truly appreciate you sharing your concerns. We understand how this experience may feel frustrating, especially regarding the communication and delivery process. Our apologies for the wait. Your refund is currently in the queue for processing with our Finance Department. Not to worry—we’ve already submitted a follow-up request on your behalf to help expedite this. Once the refund has been completed, you will receive a Refund Notification email confirming the transaction. Please allow 3–7 business days for the funds to reflect in your account, depending on your bank’s policies. Regarding the $20 administration fee, please note that this fee is non-refundable. It is applied to cover handling and processing costs associated with returned shipments due to unsuccessful delivery attempts. We do include disclaimers in the footnotes of our emails as well as in our FAQs to ensure customers are informed about the signature requirement and the outcome of failed delivery attempts. We understand your concerns about the lack of proactive updates and will take this as feedback to improve our communication moving forward. If you have any further questions or need additional assistance, please don’t hesitate to let us know. Kindest regards, Jesselle X