Houseofkoyomi

Hi Janet, We’re truly sorry for the frustration this situation caused and would like to clarify what happened. Your initial messages reached us on a Sunday, when our customer service team is not working. Because we are a small team with real people handling each inquiry personally, there can occasionally be a short delay in response especially over/after weekends. The email you received was an order confirmation, not a shipping confirmation. Your order had not shipped at that time. We have since reviewed your request and confirmed that you contacted us within our 24-hour cancellation window. As a result, we have processed a full refund for you. We understand how stressful accidental purchases can feel, and we’re sorry the timing made it seem like you were being ignored. That was never our intention. Warm regards, Lea from House of Koyomi

Hi Craig, Thank you for your feedback, and I’m sorry to hear that your experience felt disappointing. We’ve actually been trying to reach you several times since Saturday, but unfortunately our emails keep bouncing back with a message that the email address is invalid. Would you be able to contact us from a different email provider (not btinternet), so we can make sure our replies reach you? We’ve seen the issue with the frame and are more than happy to resolve this for you right away. Warm regards, Lea from House of Koyomi

Hi, We’re very sorry to read this and would truly like to look into it for you. However, we’re currently unable to locate any open order from last year that matches this description. Without a name, email address, or order number, we unfortunately can’t trace the purchase in our system. We’re more than happy to resolve this and clarify what happened. The best way to reach us directly is at [email protected] . Please include your order details there so we can assist you properly. Warm regards, Lea from House of Koyomi

Hi Bram, Thank you for taking the time to share your experience. I’m very sorry for the frustration this delay has caused and appreciate the opportunity to clarify what happened. Your order was placed just before Christmas and was unfortunately returned to us by the carrier after they were unable to complete the delivery. During the holiday period, returns and re-shipments can take longer than usual on the carrier’s side. In situations like this, our standard procedure is to confirm shipping details with the customer before resending an order, to avoid another failed delivery attempt. We stayed in contact during this time and received your confirmed address on January 6th, which we then forwarded to our warehouse. Please note that January 6th was also a public holiday. Once the address update was confirmed by our warehouse, your order was shipped on January 13th. Your order is currently in transit, and a tracking link has already been sent to you by email. We’d also kindly suggest checking your spam or promotions folder, as emails can sometimes land there. We completely understand how disappointing long waits can be and truly appreciate your patience while this was being resolved. Warm regards, Lea from House of Koyomi