Hi, Tania!
Thank you for taking the time to share your feedback. We are genuinely sorry to hear that you were disappointed with your experience.
However, for the sake of full transparency, we would like to clarify a few important points:
• Your return was processed correctly according to our international return policy, which was available on our website at the time of purchase. As part of completing the checkout, you actively confirmed that you had read and accepted these terms, including the information about return costs for orders outside the EU.
• Since you are based in the UK, you requested a prepaid return label from us. The cost of this international return shipment is deducted from the refund, as stated in our terms.
• The original shipping cost is also non-refundable, which is standard practice in international e-commerce and is also stated on our website.
We completely understand that international return costs can be higher than expected, but these fees are not something we profit from, they reflect the actual carrier charges for shipping the parcel back to Norway.
Regarding the quality of the dress:
We are sorry to hear it did not meet your expectations. This particular item is actually one of our absolute bestsellers, and it receives very positive feedback from the vast majority of customers. Of course, personal preferences vary, and we respect that the style or fit may simply not have been right for you. When you first contacted us, you mentioned that the dress did not fit - which is completely understandable and the most common reason for returns.
We always welcome constructive feedback, but we are not able to issue refunds beyond what the law and our clearly stated return terms allow.
Looking ahead:
We fully understand the challenges around international shipping and return costs. We want to assure you that we are actively working on implementing more affordable return solutions and eliminating import fees for customers outside of Norway. This is a major project on our side, but something we hope to have in place during 2026.
We wish you all the best, and we hope your next shopping experience, wherever it may be, is a better match for you.
Kind regards, Feeling Friday
