Dear Iryna,
We regret to see that you have chosen to portray our company in a negative light with a 1-star review on Trustpilot, WebwinkelKeur and Google, especially since we believe the review to be unjustified. We would like to clarify a number of points:
Product photos
Our product photos are partly our own and partly AI-generated, as is common practice among many manufacturers today. Unfortunately, it is never possible to accurately convey online how a product actually feels or looks. That is why we always advise customers who want certainty about the product to view it in the shop first.
Material – micropercale
The term “micropercale” may be unfamiliar to some customers. This product is made entirely of polyester, as clearly stated in the product description and in the product specifications of the duvet. Customers could have asked about this; we would have been happy to explain it in detail.
Return costs
Our return costs are at the customer's expense, as clearly stated in our return policy. We offer a return label for €7.95, as this is the actual shipping cost. You have chosen to arrange a label yourself through another courier, which is of course your prerogative. The aforementioned ‘17% return costs’ is a skewed picture, as this percentage depends on the product price and, with a label costing £7.95 for a small order, can even be much higher. We would also like to emphasise that we cannot recover the original shipping costs to the customer.
Second chance for the product
We hope to be able to sell the returned product as a second chance item, which is sustainable and better for the environment. In the event of a return, we as the seller are always the loser, not the customer.
In short, we advise you to read the product information and shipping conditions carefully before placing an order. We understand that this may not correspond with previous experiences with other manufacturers, but we act transparently and in accordance with our terms and conditions.
Kind regards,
Steven
Valking Beddengoed
