Poor Experience for UK Buyers – Expensive Exchange Process & Bad Support
I wanted to like these, but the overall experience has been incredibly frustrating. I paid £66 all-in (Order 990235957) for a pair of sandals, but they came up much tighter than expected and I ended up needing to size up. Fair enough — fit can vary between brands, and I accepted that. The issue is what happened next. To exchange for the correct size, I had to pay £25 to return the sandals to the USA, which already feels excessive for a straightforward size exchange. Then the parcel became stuck in customs, and it now appears I may need to pay another ~£16 in import/customs charges just to complete an exchange. At this point, the costs and hassle feel unreasonable. Realistically, it would have been cheaper, easier, and less stressful to simply order another pair and sell the originals myself rather than use the official exchange process. I contacted customer support for advice because I genuinely assumed the £25 courier fee for an international return covered the process. Instead of helpful guidance on resolving the customs issue, the response was essentially that the fees would need to be paid, without much practical help on what to actually do next. So as a UK buyer, here’s the reality: • £66 original order • £25 return shipping to the USA • Potential ~£16 customs/import charge for a size exchange • Parcel stuck in customs • Ongoing hassle and confusion • Still no replacement pair The sandals themselves may be fine if sizing works for you, but for UK buyers the exchange process has been expensive, stressful, and far more complicated than expected. 2/5 – a very frustrating experience for what should have been a simple size exchange.