Exchange issue, sorted in the end but after took too long
Daughter ordered a prom dress on 31st January 2026. The dress arrived in good time and it was small and we needed to get one up. She got in touch with them and they gave us two options. We could send the item back at our cost or keep it and pay a discounted price for a new one in the right size as long as its the same design and color. Now we have been trying since then till now (11th May,2026) with the code but it will not work. We have emailed them with video and photos multiple times but every time they just get back with a standard line. we have checked this on our end and the code works. i have even offered to give them my card details so that they can perhaps complete this from their end and send us the dress considering the prom date is close. their last response was this morning with the same standard line. I tried it from a new computer and it worked for about 30 seconds and by the time i enter the details of the deliver that disappears back to the original price and if i enter it again it comes back with a note to say that discount is not available right now. Additional comment : Since I posted this it was escalated within the company and a new code was offered. This time it worked and I had the dress in the correct size delivered in good time around middle of May. I am changing my score from one star to a three but still must say that the ordeal was not handled properly from the start and it should have been handled better with customer satisfaction in mind. The whole process took too long considering we placed our first order in 31.1.2026. I would urge the company to look into their returns policy and perhaps simplify it. It's not fair to put customers through so much stress.