CHINASQUAD

Hi Clara, I completely understand you were getting worried, but I'd like to clarify the exact timeline of your order. You placed the order on July 12, 2026. Because it was a pre-sale item, it required a 6-day wait time before dispatch. We shipped your package on July 18. We are a small cross-border shop, so international transit naturally takes a little bit of time. However, our tracking shows that your package was successfully delivered to you on July 30. Since you have received your order, we would really appreciate it if you could kindly remove this review. In the future, if you ever have any concerns about shipping, please email us directly first rather than immediately leaving a negative review. We are always here to help and it's the fastest way to get a real-time update! Thank you for your understanding.

Hi, Thank you for sharing your feedback. We sincerely apologize for the disappointment and inconvenience caused by this experience. You are right to feel frustrated, and we understand that waiting for tracking only to later find out the item was out of stock is not acceptable. Your feedback is very important to us and is truly the motivation for us to improve. We are currently working on improving our stock management and communication process to make sure customers receive updates more quickly and accurately. We’re sorry again that we failed to provide a better experience this time, and we appreciate you giving us the chance to learn from it. Thank you again for your honest feedback.

Thank you for your feedback. We’re glad you liked the outfit, but we’re sorry the sizing felt tighter and smaller than expected. We understand how important the right fit is, and we’ll continue improving our sizing guidance. Please feel free to contact our customer service team, and we’ll be happy to help you find a more suitable size.

Hi Nyss, We completely understand how frustrating it is when a carefully chosen piece for a special event doesn't arrive on time. We are truly sorry that the carrier's unexpected delay disrupted your plans. As a platform dedicated to connecting global customers with high-end independent designer brands, we successfully fulfilled our end by dispatching your order immediately. Unfortunately, international transit and customs clearance can occasionally cause unpredictable delays beyond our direct control. Because the carrier missed their estimated delivery window, we took immediate responsibility for your experience and have already issued a full refund for your Priority Shipping fee. Regarding the return process, our checkout provides an optional return coverage service for international orders. When this coverage is opted out of at purchase, standard international return shipping costs apply, as outlined in our transparent store policies. We offered the options to either keep the item with the refunded shipping fee or proceed with a self-funded return, in strict accordance with these policies. We hear your frustration and are constantly evolving. To better support our customers with time-sensitive needs, we are rolling out upgraded logistics, including a 2-4 days delivery option. We appreciate your candid feedback as it helps us grow, and we wish you all the best.

Thank you so much for your kind words and five-star review! We truly appreciate your patience and understanding, and we’re so glad our customer service team could assist you quickly. We look forward to serving you again!

Hi Selena, We’re very sorry that your order was not shipped in time and that you did not receive a prompt response from our customer service team. This item was a pre-order product, which required additional processing time before dispatch. Your order was cancelled, and the full refund was processed on May 27. As this review was posted on June 7, we kindly ask you to check the original payment method and confirm whether the funds have already been returned to your account. If the refund is still not showing, please contact our customer service team. We can provide the refund ARN (Acquirer Reference Number), which your bank can use to trace the transaction. We sincerely apologize again for the inconvenience and the poor communication you experienced.

Thank you so much for sharing your experience! We’re so happy to hear that our AI Try-On helped you feel more confident with your choices and that the quality exceeded your expectations. Your support means a lot to us, and we can’t wait to have you shop with us again!

Hi, we’re sorry to hear about your experience, but we would like to clarify that order processing can be affected when an item becomes unexpectedly out of stock from the designer/supplier side. Once the stock issue was identified, our team offered a replacement option instead of leaving the order unresolved. If there was any delay in the replacement process, we sincerely apologize for the inconvenience, but this does not mean the order was ignored. We understand that waiting longer than expected is frustrating. Please contact our customer service team with your order number so we can review the exact status and provide a clear solution — including shipment, replacement, or refund if applicable. We always aim to resolve order issues properly, and we do not intentionally leave customers without support. Thank you for your patience and understanding.

Hi Murad, We cannot accept this review because it does not accurately reflect what happened. After reviewing your order and support records, your order was placed on May 13, 2026, and you contacted us shortly after placing the order to request cancellation. At that time, both our customer service team and warehouse were outside working hours. Our shipping timeframe is clearly stated as 24–48 hours, so the order showing as “processing / preparing for shipping” during that period is normal and does not mean there was any delay or issue with fulfillment. Our live chat hours are also clearly listed: Monday–Friday, 11:00 AM–11:00 PM (GMT+8) Saturday & Sunday: off-duty support only, replies may be delayed and will be handled by Monday. You contacted us during our off-duty hours and expected an immediate response from a team that was not online. Once our customer service team was back during working hours, your order was cancelled and a full refund was issued promptly. Therefore, the statement that there was “no response” or “no clear way to cancel the order” is misleading. The cancellation method is clearly stated in our policy: customers should contact us for cancellation requests. That is exactly what you did, and your request was handled once support was available. We understand that customers may feel anxious after placing an order, but using a chargeback threat and leaving a review that suggests we ignored you or failed to provide support is unfair and inaccurate. Your order has been fully refunded. We stand by the way this case was handled, and we cannot accept this review as a fair representation of the facts.

We are truly sorry for the frustration you experienced. We want to assure you—and anyone reading this—that your order was already fully refunded. As a platform dedicated to showcasing Chinese independent designers, many of our pieces are made in small batches or offered on pre-sale. Unfortunately, due to unexpected production limits from the designer, we couldn't fulfill your order in a timely manner Regarding your unreturned emails, we sincerely apologize. We have checked our system thoroughly and could not locate any messages from your address, which suggests a technical routing issue. We would never intentionally ignore a customer. We have just sent you a direct email to clear up this misunderstanding and offer a gesture of our apology. We hope to hear back from you soon.

Thank you so much for your lovely review! We’re thrilled to hear you loved the quality of your dress and that your package arrived exactly when expected. It also means a lot to know that our customer service made a good impression. Thank you for your support — we’re so happy you’re satisfied with your experience ^^<3

We’re very sorry to hear about your experience. This is not the level of service we aim to provide. Please accept our sincere apologies for the delay in responding to your return request. We have sent you a reply and will make sure your case is handled as soon as possible. Thank you for bringing this to our attention.

Thank you so much for your 5-star review! We’re so happy to hear everything was great. Your support truly means a lot to us, and we hope to serve you again soon.

Thank you so much for your 5-star review and for your understanding. We’re sorry the shipping was not as fast as expected, especially for some pre-order item. We truly appreciate your patience, and we’re very glad to hear that our customer service was able to respond quickly and help. Your support means a lot to us.

We’re very sorry for the inconvenience and frustration caused by this experience, and we truly appreciate you taking the time to explain what happened. In this case, a PayPal dispute was opened, which caused the funds to be temporarily held by PayPal. At the same time, the item was returned through our system rather than directly within the PayPal case flow. This overlap unfortunately led to a processing mix-up and delayed the refund. We would like to confirm that the refund has now been fully processed. We sincerely apologize for the confusion and the delay, and we are reviewing our internal procedures to prevent similar situations in the future. Thank you for your patience and understanding.

Thank you so much for your kind feedback 🤍 We’re glad to hear that you love the coat and the fragrance patch detail — we’re happy it made your experience even more special. Thank you for your support, and we hope you enjoy wearing it!

We’re very sorry for the delayed response and any frustration this caused. Our customer service team is actively reviewing all messages and will respond as soon as possible. Thank you for your patience and understanding.

Thank you so much for your kind words and recommendation 🤍 We’re delighted to hear that you had a great experience with our customer service and that you’re happy with the quality of our clothing and shipping speed. Your support truly means a lot to us, and we look forward to serving you again soon.