I had a disappointing experience with this store…read more
I received my order and immediately noticed that the clothes had a very strong fragrance smell. Given that I ordered premium organic children's clothing, this was quite concerning and contrary to what many parents expect - minimal processing and no added scents. They also sell diffusers and candles, which may explain the scent contamination.
I emailed the same day I received the package to request a return and refund. It then took a full week to receive a response, which simply instructed me to return the items to a warehouse address, with no clear process.
I replied the same day asking reasonable questions -such as the warehouse opening hours, whether I could drop the items off in person. It has now been another week with no response.
This was also confusing because their company policy states that online orders can be returned to any of their retail stores. This would have been far more convenient, as they have multiple locations with set opening hours and staff available, so you know you can actually speak to someone and have the return handled properly.
Overall, the lack of communication, slow response times, and inconsistency with their stated return policy have been very frustrating. For a brand positioning itself as premium, I expected much better customer service and handling of returns.
I would also caution other parents who prefer unscented, minimally treated baby clothing to keep this in mind when ordering.