returns experience
Unfortunately the item I ordered didnt fit and I wanted to return it. My experience was - 1. As an online seller they didnt seem to have a published returns policy. Instead people have to contact them by email. 2. When I then contacted them by email it takes days for them to reply. 3. When I advised that the outfit did not fit and I wanted to return it they suggested that I “gift it to someone else”. 4. Then they told me that I have to post it back to the US! Following further emails with them they agreed to provide a refund, excluding the delivery cost.
By Shona
Response from Soneven· Dec 30, 2025
Hi,there， Thank you for taking the time to tell us what happened. I’m very sorry your return experience was so frustrating and fell short of what you should expect. That isn’t the standard we aim for. We’ve listened and made changes to improve our service. Specifically: 1.We’ve clarified and updated our returns process so it’s easier to find and understand. 2.Our customer service team now prioritizes return requests and will respond within 24 hours on working days. Please email us at [email protected] .We genuinely want to make this right and appreciate the chance to fix it. Many Thanks!