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Dear Pawel, We’re truly sorry to hear about your experience and completely understand how disappointing and frustrating this must have been, especially since the order was intended as an important gift and you paid extra for express shipping. This is absolutely not the experience we want any of our customers to have. Please know that we have already made a follow-up via email regarding this matter, and your shipment is currently being monitored with top priority by our team. We sincerely appreciate your patience and the opportunity to continue assisting you while we work toward a resolution. Sincerely, Kyrene

Hi Jennifer, I’m sorry for the frustration and disappointment you’ve experienced with your order. Your concerns are absolutely valid, and the last thing I want is for you to feel unheard or unsupported during this process. I’ve sent you an email outlining the options available to help resolve this situation, and please know that we’re actively working on making things right for you. While unforeseen shipping delays can sometimes happen and affect delivery timelines, I want to assure you that we are continuing to follow up closely and do everything possible to move this forward. I’m committed to helping ensure this is resolved in the best possible way for you. Kind regards, Abigail

Hi Don, I’m sorry to read your review. I completely understand how disappointing this must have been, especially as the order was meant for Mother’s Day and the item was not what you expected when it arrived. I’m also very sorry to hear that you feel unsupported. I would really like the chance to help resolve this for you properly, including assisting with a return and refund if that is what you prefer. At the moment, I’m unable to locate your order with the information provided in the review, so I’ve sent you a request via Trustpilot for a few more details. As soon as I receive them, I will personally look into this and help further. Kind regards, Anna - Theo Grace Customer Support

Hi Brandon, I’m sorry to read your review. I completely understand how frustrating and disappointing this situation must have been, especially after paying extra for shipping and then having to deal with a package that appeared to be stuck in a different state for such a long time. I can see that the order has experienced a significant delay, and I’m very sorry for the stress and inconvenience this caused. I’m already checking this further with our shipping team, and I will get back to you by email as soon as I receive an update regarding the shipment and the next steps. Thank you for your patience, and again, I truly apologize for this experience. Kind regards, Anna - Theo Grace Customer Support

Hi Joe, I’m very sorry to read your review and to hear how disappointing this experience has been for you. I completely understand your frustration, especially as the order was intended for Mother’s Day and did not arrive within the promised timeframe. I can also see that you requested to cancel the order, however by that point the gift had already been shipped, which meant we were unfortunately unable to stop it in transit. I truly understand how upsetting and frustrating this situation must have felt. I sincerely apologize as well for the difficulty reaching support and for the experience you had with our customer service process. I’ve sent you a private email so I can personally help resolve this for you and find the best possible solution. Kind regards, Anna - Theo Grace Customer Support

Hi Dora, I’m sorry to read your review and I completely understand how frustrating this delay must be. I can see that the estimated delivery was Wednesday, and I’m very sorry that it did not arrive on time as expected. Your order is still on the way and is now scheduled to arrive today. I’ve also sent you a private email with more details and tracking information so I can help further. Kind regards, Anna – Theo Grace Customer Support

Hi Jo, I’m sorry to read your review and I completely understand how upsetting and disappointing this whole experience has been for you. I’m truly sorry for the delay with the necklace, especially knowing how meaningful this gift was and how important the timing was for your visit with your friend. I also see your concerns regarding the bracelet sizing. While the measurements are listed on the website, I completely understand your frustration if the fit was not what you expected. I’ve now sent you a private email, and I will personally help you arrange the return of all the jewelry back to us. Thank you for your patience. Kind regards, Anna – Theo Grace Customer Support

Hi Melissa, I’m sorry to read your review and to hear that the necklace was not as expected. I completely understand how disappointing this must feel, especially when you were expecting a higher-quality look and finish. I’ve now sent you a private email, and I’ll personally help you with the return process if you are not happy with the jewelry. Kind regards, Anna – Theo Grace Customer Support

Hi Reader, I’m sorry to read your review, and I completely understand why you felt disappointed and frustrated. I’ve looked into this for you, and it seems the 15% promotion was unfortunately not applied to the order during checkout. I’ve now manually arranged this discount as a refund for you, so you will receive the difference back shortly. I apologise for the frustration caused. Kind regards, Anna - Theo Grace Customer Support

Hi Jolly, I’m sorry to read your review and to hear how disappointing this experience has been, especially with this being a birthday gift and the order not arriving in time as expected. I completely understand how upsetting this situation is, and I’m very sorry for the delay in production and the lack of reassurance this has caused. Unfortunately, your necklace took longer to complete than originally anticipated, and I understand how frustrating that must feel after being given an expected delivery date. I’ve sent you a private email so I can help resolve this for you directly. We can either arrange express shipping as soon as the necklace is completed and refund your shipping fee, or if you prefer, I can also arrange a full cancellation and refund of your order. Kind regards, Anna - Theo Grace Customer Support

Hi Steven, I’m sorry to read your review, and I completely understand your disappointment, especially after having higher expectations. I’m sorry that the necklace didn’t feel as special as you’d hoped — from the chain to the size and detailing, I understand how these things can affect the overall impression of the piece. It definitely doesn’t have to end up unused, and I’d really love the chance to help you find something your wife will truly enjoy wearing. I’ve sent you a private message so I can assist you further and explore some better options together. Kind regards, Anna – Theo Grace Customer Support

Hi Jason, I’m sorry to read your review and I completely understand how disappointing this must feel, especially with Mother’s Day timing being so important. I can see that your order is running later than expected, and I’m really sorry that we didn’t meet the timeframe you were hoping for. I know how frustrating that is when you’ve planned ahead for a special occasion. I’ve sent you a private message so I can look into this with you directly and make sure we get this resolved as quickly as possible. Kind regards, Anna – Theo Grace Customer Support

Hi Chad, I’m sorry to read your review and I completely understand how frustrating and disappointing this must have been, especially given how important Mother’s Day is. I’m truly sorry that your order didn’t arrive within the promised timeframe. I can absolutely understand how upsetting it must have felt not having your gift ready, and I’m really sorry for the situation this caused. I’ve sent you a private message so I can look into this personally and do my best to make this right for you. Kind regards, Anna – Theo Grace Customer Support

Hi Robert, I’m sorry to read your review and to hear how frustrating this experience has been, especially with a Mother’s Day order. I truly apologize for the delay and for the lack of communication — I completely understand how concerning it must feel not being able to reach us or get clear updates on your order. Your order has been shipped, but I understand the tracking hasn’t been helpful, and that’s not the experience I want you to have. Please be assured that I take situations like this very seriously. I’ve just sent you a private email so I can look into your order personally and provide you with accurate updates and support. I’ll do everything I can to get this resolved for you as quickly as possible. Kind regards, Anna – Theo Grace Customer Support

Hi Jim, I’m sorry to read your review and to hear how disappointing this experience has been, especially with a time-sensitive gift like Mother’s Day. I completely understand how frustrating it must be to order in advance based on a guaranteed delivery date, only for it to arrive late. This is certainly not the experience we want for our customers, and I’m truly sorry that we let you down on this occasion. I’d really appreciate the chance to look into this further for you and see what happened with your order. I’ve reached out to you privately so I can gather a few more details and help make this right as quickly as possible. Kind regards, Anna – Theo Grace Customer Support