Poor quality and refund issues
UPDATE (24 Jan 2026): Cicinia have replied publicly on Trustpilot asking for my details. However they still have not replied to my email. My order number is ZJCN2245307UK. I am still awaiting the return address and written confirmation that a full refund to the original payment method will be issued once the item is returned, with no deductions other than those stated in their returns policy. Please provide the return address promptly so this can be resolved without further delay. I will update this review again once the refund has been completed. I purchased a dress for my mum to wear at my wedding. When it arrived, the quality and finish were poor and it looked nothing like the standard shown on the website photos, which is why we requested a refund. Instead of a straightforward return/refund in line with their policy, they offered: 1. £20 refund if we kept the dress, or 2. a £90 voucher to use in their store. They later offered to refund only 55% of the dress cost as “compensation” if we agreed to keep the dress and alter it locally. When I explained that if they did not comply with their policy I would have to raise a complaint/chargeback with my card provider, they responded: “If the credit card dispute continues on this basis, we will file a complaint with the bank.” I found this unprofessional and intimidating. After raising concerns further, they ignored our last message entirely, leaving us out of pocket without a resolution. We have written correspondence and screenshots to support everything stated above. UPDATE (25 Jan 2026): I have already provided the order number (ZJCN2245307UK) publicly on Trustpilot and previously via email. I am still awaiting the return address and confirmation of the full refund to the original payment method.