Re: Order help

Dear Renata, Thank you so much for reaching out, and I’m really sorry to hear that you weren’t able to receive your parcel in time. I completely understand how frustrating that must be. I've looked into this for you, and your parcel has been returned to us by FedEx because they attempted to complete the delivery several times to no avail. You can view the shipment’s travel history by clicking on this link: https://www.fedex.com/fedextrack/?trknbr=518557376365 At this point, the only option available is to refund the item value, less a $20 USD administration fee in line with our return policy. Your refund transaction ID is 22455175. The funds should appear in your account within 3–7 business days, depending on your card provider. If you’d still like your Triangl pieces, you’re very welcome to place a new order on our website. We appreciate your understanding and hope to have you shop with us again soon. If you have any other questions regarding your order, please don’t hesitate to reach out, and we’ll be happy to help. For follow-ups, kindly include all your questions in one email so we can assist you more efficiently. Kindest, Trish

Dear Renata, Thank you for your message, and I’m really sorry to hear about your experience. I completely understand how frustrating this must have been, especially since the item was intended as a birthday gift and didn’t arrive in time. I truly empathize with the inconvenience this has caused you. Upon reviewing the shipment details, the courier attempted delivery four times. We understand that being unavailable during business hours can make receiving deliveries challenging, and I’m sorry if the process did not meet your expectations, particularly regarding notifications or arranging a more convenient delivery time. Regarding your refund request, we have processed a refund for the item value, less a $20 USD administration fee, in line with our return policy. Your refund has been completed under transaction ID 22455175. While we genuinely wish we could accommodate a full refund in this case, we’re unable to override the policy due to the multiple delivery attempts made by the courier. That said, we truly value your feedback and experience, and I will be sure to share your comments with our team. Kindest, Bernadette x

Dear Renata, Thank you for your message! Trish here, stepping in while Bernadette is offline. I’m truly sorry to hear how upsetting this experience has been for you. I completely understand how disappointing it must have been, especially as this was meant to be a birthday gift. For our customers’ protection, our courier is instructed not to leave parcels unattended, and deliveries are typically sent with a signature requirement to help prevent lost or missing packages. While this information is noted in our FAQs (snapshot: https://prnt.sc/6VgnnlmxwLbv) and included in our order and tracking confirmation emails (snapshot: https://prnt.sc/nWk70OALoE9I), I completely understand how this may have been missed. I’m really sorry that the delivery arrangement didn’t align with your availability, and I appreciate you taking the time to share your feedback. While we’ve already processed your refund in line with our policy, please know your comments have been shared with our team as we’re always looking to improve our customer experience. We genuinely value you as a customer and hope we may have the opportunity to provide you with a smoother experience in the future. If you have any other questions about your order, feel free to reach out. We’ll be happy to assist. For follow-ups, kindly include all of your questions in one email so we can handle them efficiently. Kindest, Trish