Misleading product photos, robotic support, and forced international return costs
I ordered the V-neck sweater advertised on their website as "Navy." When the package arrived, the sweater was distinctly black/midnight navy—completely lacking the visible blue tones shown on the product page. When compared side-by-side with their website photos, the visual difference is night and day.
When I contacted customer service to request a prepaid return label, I was trapped in a repetitive, scripted loop. Representatives (Sophie and Sabrina) completely dismissed the side-by-side photographic evidence, brushed off the issue as "individual perception" and "screen lighting," and insisted that because their internal catalog calls it navy, it is not "faulty or incorrect."
Because of this rigid refusal to acknowledge a visual misrepresentation, they expect the customer to pay out-of-pocket for tracked return shipping to London (4 Paved Court, Richmond). For international buyers, this return shipping fee makes returning the item completely cost-prohibitive.
Their support completely lacks genuine problem-solving or accountability. If an item does not match what is presented on the storefront, the customer should not be stuck paying shipping costs to correct the store's inaccurate marketing. If you are ordering online, be aware that the colors may not match what you see on screen, and if that happens, customer support will not help you.