Dear Ingrida,
Firstly, I understand that in your review you expressed dissatisfaction with the quality of the trench coat. However, in your email to us, you mentioned that the coat was nice but that it was too small, which led you to request an exchange for a larger size. We appreciate your feedback
Secondly, I noticed that you chose to pursue a refund through your bank rather than contacting us directly or going through Klarna. If you were seeking a refund, we encourage our customers to reach out to us first, as we would have been happy to assist you in processing that request
Regarding the £3.99 shipping fee, this amount covered the cost of shipping your order and is not refundable. It appears there may have been some confusion, as you pursued a claim for the full amount, including the shipping cost
We have attempted to communicate with you via email to address these concerns, but it seems our messages have gone unanswered. We are here to assist you, and I encourage you to reach out directly so we can work together to resolve this matter
Thank you for your understanding.
Best regards,
Team mateeno
