Drebella

Thank you for sharing your shopping experience with us. We sincerely apologize for the inconvenience caused by your report that the package was not received, and we completely understand how frustrating this situation must have been. Regarding your statement that the package was “marked as delivered but was not actually received,” we would like to further verify the details of your order. Drebella continuously monitors the shipping status of orders, and the tracking information is updated based on the delivery records provided by the carrier. Please provide us with your order number so that we can further check the relevant information. If the tracking records are still within the carrier’s available inquiry period, we can also assist in checking the delivery details, proof of delivery, and any available signature records. We also noticed that you mentioned purchasing shipping protection when placing your order. To better understand your situation, we would like to confirm whether you have already contacted the corresponding shipping protection provider and submitted a claim. If so, what was the final outcome of the claim? If the insurance provider requires order information, shipping records, proof of delivery, or other relevant documents, we are also willing to assist you in providing the necessary materials where appropriate. We would also like to clarify that shipping protection claims are reviewed and handled by the corresponding protection provider, and the final claim decision is determined by that provider according to its applicable terms and conditions. Therefore, if a package is confirmed to be lost or was not properly delivered, we recommend that you also submit a claim to the relevant shipping protection provider. We are happy to cooperate by providing the necessary order and shipping information, but the claim review and any compensation decision remain the responsibility of the protection provider. In addition, we would like to better understand what happened when you previously contacted Drebella regarding this issue. How did our customer service team assist you at that time? Did you contact us again afterward, or continue communicating with the shipping protection provider? After submitting your claim to the insurance provider, did you share the claim result with us? Please provide us with your order number so that we can further review the shipping records and any previous communication with our customer service team, and do our best to help clarify the current status of your package and shipping protection. Once again, we sincerely apologize for the inconvenience this experience has caused. We take your feedback seriously and hope that, by reviewing the details of your case, we can do our best to assist you in resolving the issue.

Hello, Regarding this order of yours, we have engaged in discussions and provided explanations to your granddaughter, strictly adhering to our established procedures throughout the entire process—every step of which is fully verifiable. The loose threads on the dress were a result of the package enduring a transit period of over ten days, during which it was subjected to various forms of compression and friction; this was the ultimate cause of the issue. We can swear before God that this item was absolutely not a second-hand product; all returned merchandise at our company is invariably destroyed. Furthermore, your granddaughter's order was custom-made precisely according to the measurements she provided. Prior to the order being placed, we made our website's return policy available for review—a policy that was also explicitly displayed on the checkout page. After your granddaughter requested a return, we reached out to establish communication and proposed more than three distinct solutions. The specific resolution—a refund without the return of the item—was one that you yourselves agreed upon; we have retained full records of this agreement, which we reserve the right to make public at an appropriate time in order to safeguard our reputation.