Aya N.

[EDIT] I'm bumping one star, because they responded (funny how that happens when you post a bad review). I'll copy what I heard below. I'll update this review once it's resolved.

"We apologize for not having answered your email!

There must have been a confusion among our team as to whether it had been replied to or not.

You will find attached a return label so that you can send it back, and we will see what solution we can offer (repair, exchange or refund)."

[ORIGINAL REVIEW]
I read that this was one of the better places to buy good cashmere sweaters from, made from premium yarn, so I thought I'd give it a try. What an expensive mistake. Before a trip, I ordered one of their classic styles (Mila Light). The item was $439 and I paid $75 for shipping, so you would think you'd get decent products and good service.

It arrived quickly, but the sweater had a small hole near the neckline upon arrival, and this was supposed to be a new sweater. I contacted them right away, a couple of days before my week-long trip, and I got zero response. Nothing. Not even an acknowledgement that they received my email. I came back from the trip a week later and wrote them again, this time from the "contact us" form on the website. Once again, no response. So I just wrote them for the third time. Apparently, when something wrong happens their default reaction is to ignore it. I won't make the mistake of buying from them again (I'll mend the sweater myself I guess). I don't recommend buying from this website.

I've been an early adopter/member of this site. Some products are OK, but others are not all that great. The comparable traditional retail price is really inflated, like Ross or TJ Maxx's "compare to" price.

I've had multiple bags and sweaters as well as skin care products, and lately I became wary of their business practices. Unlike before, they don't seem to post more critical reviews of the products, so they can say "5-star reviews!" no matter what. I recently wrote a review on their new Retinal Night Cream, saying I wish it wasn't scented. It did not get posted on the site. So I don't really trust the reviews on the site/the business itself. It's not really a great member-based business model, if they are unwilling to listen to what the members are saying.

The return process is also cumbersome. You have to exchange emails back-and-forth with customer service reps, and vouch to them how you haven't used it, nothing is scratched, etc.

[EDIT 4/4/2023] Jeric from Italic wrote me, and said my review was removed because "we believe comments on a product's fragrance are subjective. One might like it, and the other might not. We didn't want to discourage other customers from trying them out since there's a lot of misinformation about fragrances out there and it's an umbrella term that covers both unharmful and harmful substances."...However subjective it may be, aren't all reviews subjective experiences of customers? After reading varied reviews, I think the customers are capable of deciding for themselves. Some like things scented; others don't. The opinion of someone disliking the scent is just as valid as someone liking it. If it's Sephora or Nordstrom, they'd let the reviews be posted and let their clients decide.

Then after offering me a refund he said, "In that regard, would you be willing to take down the Trustpilot review? We'd appreciate that a lot. We've taken note of everything you wrote in there and we'll do our best to improve our customers' experience.

We will certainly wait for your positive response! "

So not only are they manipulating the product reviews, they are also trying to manipulate the site reviews.

[EDIT #2,4/5/2023]
Jeremy Cai, the CEO of Italic, reached out to me to say the following:
"I read through the notes internally and I want to apologize for how this was handled. Our team was in the wrong here and we'll be conducting an investigation on our reviews process and how we can better handle this in the future so as to prevent similar issues you experienced.

We are a younger brand and try our hardest to provide the best service possible but this was disappointing. Is there anything I can do to make this right for you?"

Pro: Someone from C-suite reached out to me, after my Trustpilot review. They actually admitted they were wrong.

Con: Before saying "Is there anything I can do to make this right for you?" - if they actually think the company/the process was wrong, they should post my review. They haven't. So I take this to be a lip service. It's great they are reconsidering their process; why not correct where they went wrong? They still want to look good by cherry-picking reviews.

Also, it sounds like if they hadn't been called out, they wouldn't have done anything. Once, I called out a similar situation with Rothy's reviews after they were purchased by the parent company; they corrected that instance right away, but they continued doing the same thing. I don't shop with them anymore.

The fact a company is "younger" could mean the UI is buggy, logistics need work, the monetization model is not working, etc., but what they do with customers' voices says a lot to me. My partner started a company (which was at first young) and exited, but they never tried to suppress what their users said.

[EDIT #3,4/5/2023]
After I posted the #2 update, the CEO contacted me again. That wasn't my goal, but this time he said he "pushed" my review himself (still don't see it, but maybe you can check - under Future Perfect 0.1% Retinal Night Cream). They also offered me a refund/site credit. I appreciate it, but what happens to all other less-than-favorable reviews, whose authors don't notice afterward when their reviews are not posted? (I only noticed because I got an email that this product had avg "5-star review" when I didn't give it a good review.)

The CEO says they will reevaluate the process and issues I wrote about, so we will see. I'm upping 1 star for the fact they were at least responsive.

Pros: Seems to be a good product. Gluten/dairy/egg-free. Easy to incorporate into my habits. (I've been drinking it for less than a month, so no drastic change.)
Cons: Pricey. Makes me more gassy. Not a huge amount like eating beans, but just some.

I signed up for the monthly plan because I thought it was nice it came with a ceramic container. The lid on my container is all loose and doesn't form any kind of seal. So I wrote to the support email. Nothing. No response. I guess they like my money, but don't like to actually talk to customers?

Undecided if I'll continue. I like the product, but for the price, it seems like they should treat customers well. Maybe they just like athletes/influencers who will advertise for free.

I purchased 3 types of vitamins/probiotics and 1 collagen drink mix, choosing the subscription option. It said I could cancel anytime, and I didn't realize they make you pay back the "discount" you receive if you cancel without making at least 3 subscription purchases. I didn't feel better or worse by taking what I got, so I contacted them to cancel, and they informed me: "Since you are hoping to cancel before you have fulfilled all 3 orders, there will be a one-time cancellation fee of $43.42 to chargeback the 25% savings per order you received."

The fact they offer that much discount tells me that the company can afford to sell these vitamins at the "discounted" price. If they are so confident in their products/that people would like them, it seems like they wouldn't have to have such restrictive policies. Now I'm skeptical if existing reviews are real. If I had known the full detail, I'm not sure if I would've gone through with the initial purchase. I should've read the fine print. I thought you should know before you make a purchase with their auto-ship program.

We've had multiple cats who lived 20+ years, and as they got older their food needs/pickiness got increasingly complicated. They didn't want to eat regular doctor-recommended food for advanced kidney disease, so we tried to mix different low-phosphorus foods. Some of them weren't easily available in local stores, so we got them from chewy.com using their subscription service. It was always reliable and easy to adjust, if needed.

They say you find out who your real friends are when bad things happen. When our cat passed away, they refunded our money for the last order of food we didn't get to use. Then today, I unexpectedly received flowers with a nice card expressing their condolences. My husband and I were really down after losing our cat, and although grieving takes time, it gave us comfort.

We appreciate how nice they have been whenever we lost our fur babies, and for that reason I recommend them.

In short:
Good: They have some nice shoes. While the product selection is somewhat limited, it's well curated. Sometimes they have good sales.

Bad: Sale items are often final sale. You might find better prices from the brands themselves. You have to pay for return shipping. If you find yourself with defective shoes, going back and forth with customer service can be a pain.

Detailed experience:
I recently bought a pair of leather loafers on sale. They were nice shoes made in Italy and 1/2 price, so I was excited. When I received them the excitement fizzled, since the shoes were uneven looking from left to right - the tongue on one shoe was much longer than the other, clearly visible. So I contacted them - the first time around they just sent me a label right away, and I was able to exchange them to another color in the same size. So all seemed great.

Round 2: I received the 2nd pair of loafers. This pair actually had the same defect (though not as prominent). I was not too happy (do they just buy B-grade shoes for cheap & hope people don't notice?!). I emailed them to see if I can either return or exchange. I figured maybe they were under a lot of pressure due to COVID, so I waited for a while. But I didn't hear from them for over a week, so I emailed them again. I also inquired about another order from about a month ago, for which I hadn't received a pair of sandals.

I got a short reply, almost accusatory, saying "we haven't received the package" with a label number, with no explanation. No answer about my other order either. So I had to respond, "What label are you referring to? Am I returning or exchanging? I haven't received any label. And how about the other order I asked about?"

They responded again how they haven't received the return. Today is July 16. I received the last pair of defective shoes on June 29. I wrote to them about the latest pair on July 2.

This is what they said:
> I do not know why you are not receiving the label as an attachment as it was sent June 18, July 2 and July 23th. [sic]

They couldn't have sent a label on June 18; the shoes only came to me on June 29.
The only email in my mailbox on July 2 is the one I sent to them (I doubt they responded on the same day)... As for July 23, that's in the future (today is July 16).

They also said they wrote me on July 2 how the other order must have gotten lost in the shuffle & it was treated as a return/refund. I haven't received an email indicating the return, or a refund notification yet.

TL; DR: I'm quite frustrated at this point. If you are prepared for all the trouble when things go wrong, you could take the risk. At this point, I don't recommend this site.

EDIT: On Jul 17 I heard back from them and this time they re-sent me a label after a couple of inquiries, so I'm upping one star. They forwarded me emails that were supposedly sent to me on July 2 and July 13. I checked all my folders including spam, so I'm not sure why their emails failed to reach me repeatedly, when I seem to be able to receive other vendors' emails just fine. The tone of the latest emails didn't help. I still haven't seen the amount of refund or refund amount notification, for the sandals that got lost in the shuffle.

[2nd EDIT]: I asked again specifically, please forward me the refund notification for the sandals which were never sent, including the refund amount & the method of refund, because I never got the notification. I got a new email reply, "Yes, the Gina sandal was refunded in full on July 2nd." No $ amount or anything... I got that information through my credit card company, but I must say, it seemed to be the opposite of detail-oriented. Screenshot at the end.

I do like the exercises - facial yoga/exercise is pretty established in Japan, so I'd bought a couple of books, and I'm happy to have video instructions. It takes a lot of work to be certified in the method, and clearly the instructor, Fumiko, and her associates (SIL?) have put some thought into the business model. There have been some different purchasing options they tried over time, and I don't really like the subscription-like model. I'd rather pay something upfront and have access to the courses, which is possible, but it can be somewhat pricey. The website is not the best functioning one either (esp for the price) - I've been trying to check "Mark This Day As Complete" for the past 10 days in a face toning boot camp program, but the button never works, and it reverts back to the landing page. So my progress doesn't get recorded, which makes it slightly less satisfying to use the site.

The videos are mostly good, but I find some parts of it annoying. I don't mean to be judgmental, but I find that recording yoga/exercise instruction videos with your dog a little unprofessional. And I've had dogs and I like dogs. It's one thing for an 18-year-old youtuber to have her dog/cat in her makeup review videos, but these are supposed to be instructional videos people pay for, and she gets distracted/interrupted by her dog and giggles. You might think "Oh, that sounds cute and charming," but in the course of a "boot camp," you get to watch that same segment over and over and over, exactly knowing (and anticipating) when she looks at the dog and giggles at the same spot every day. As if she expects us to say "Awww, isn't he cute." (I'm sure they've only listened to those people who say "Awww" and ignored others, or people just don't say anything, so they thought "Great idea! We love our pooch, everyone else must!") That gets extremely annoying quickly, and this comes from a dog lover - imagine someone who doesn't even like dogs. That would be like a childless person being forced to see the same baby video on facebook every day at work, mom giggling, being asked "See, isn't my baby adorable?"

Another annoying thing is the merch plug. She sells skincare products and gadgets, whose cheaper versions are available everywhere - eg Amazon. She brands them and sells the same things (like "ultrasonic" face cleanser, etc.) you can buy for $10-$30 less with a markup, and acts like she's doing you a favor ("I'll let you in on a secret!" kind of attitude). I mean, if someone has been living under a rock and has never Googled or bought stuff on Amazon, maybe they'd consider that a discovery, but I feel like they should stick to face yoga, which is what they're qualified to teach. It gets to be a little too salesman-sy that way. If they have the time to scheme additional ways to make money, I wish they invested that time/money on the site, so it works correctly.

[Updates below - 1 month of runaround!] I would not recommend buying from this site, if you are afraid something might go wrong. Because when things go wrong, they won't stand behind their product. I feel the quality of the product I received is not up to the price I paid; I learned my lesson, to buy regular products from a reliable vendor. Don't believe endorsements from bloggers - they may have gotten gifts/special treatment. (Also: Notice most 5-star reviews are by users who are writing reviews for the 1st time, 1 review only. Vendor disputes fake reviews by referring to sitejabber's IP address policy, but you can easily go around that w/ VPN.)

I recently bought a pra*da shoulder bag, and shortly after I ordered, the product page was taken down from their website. After I sent money through Western Union (which was highly sketchy, too, in that I was asked to change the recipient from what was listed on the website), I was asked to send them a photo of what I'm ordering to "confirm" the size. Luckily I had saved one photo on Pinterest, but otherwise apparently they weren't sure what I ordered. They kept saying, "Don't worry." About 11 days after the money was collected on their end, the bag arrived with a defective strap. There was a warpy spot / loose leather on the shoulder pad underneath the chain. I contacted Emily via WeChat to see if I can exchange. She tried to tell me that was part of the design and it was "artful." I pointed out, if it was part of the design, then it should appear on both sides (i. E. left and right from the middle of the pad), whereas this defect is only on one side. She replied by saying "Hello dear, We suggest you check it on the store first" (I assume she meant the website). I said the product page has been taken down. Then she says, sorry this product is so popular ("hot-selling") it's sold out (as if I was trying to buying it)... Anything you say, they kind of play dumb and act as if they don't understand it. It's been very frustrating to say the least. As for the product, I can't say it was of great quality either, for the price.

One thing for sure: If something goes wrong, they won't take returns, and you can kiss your money goodbye.

[Update]
After ignoring me for 4 days, once I wrote this review, I heard back from Emily in WeChat. Of course. She says it was a misunderstanding, that she meant to tell me to go to a physical store to look at a bag, to confirm that the defect (warpy strap) exist on a real product. (... no comment. Aside from the ridiculousness, the local NM is out of that bag anyway.)

As for the vendor comment about pre-shipment photo, they never sent me any photo. I've been told that I have to request such photos at the time of ordering, in order to receive any. I was the one who sent them a photo of the bag, because they asked me to send a photo to "confirm size." So I even gave them the measurements of the bag.

There is no return policy posted on the website FAQ. It just says, "If you have a complaint regarding your order you can email us". I've also been told not to contact them through gmail and WeChat at the same time, because communication may get confused (see photo #2). So I have been in touch through WeChat.

I'll post the screenshot of a response I got (photo #3), upon telling them there is some excess leather popping up on the strap (it's not an indentation and I told them so). They want me to shrink it by blowing hot air on it with a hairdryer, or press it down with a heavy object. Truth.

[Update #2]
I first inquired about exchanging the faulty product on 4/26. Please note it's now 5/14. It's been like pulling teeth. After telling me repeatedly that it's an indentation that developed during shipping, to blow hot air on the wonky strap, and after I told them about 5-6 times it's NOT an indentation, Emily says they'd contact the factory manager. Then after waiting some, I asked again on 5/10 if I can return or exchange.

Emily then sent me a few choice pictures of some random old beaten-up bags (I'll try to attach the photos), to say "see, it's normal for leather to be warpy!" Then she tells me, that it's problematic that I seem to have removed the protective film, and per their policy the protective film needs to be intact to return the item. (*It's basically their protection/way to not accept the return if need be - I mean, how is a customer supposed to inspect the item w/o removing the outer packaging?!)

Also she informs me, because "China is a more stringent import control of the country" (as written) I'd need to mark the bag's value as 20 dollars. So this means, if I get to return the item, I can only insure it up to $20. If anything is lost/damaged, basically your loss, even if defective product is the cause for return.

She also tried to tell me that this would be deemed as a return due to my style preference (which means 30% re-stock fee).

She also told me, if I chose to keep the item, "For this so-called trouble," they'd give me a LV coin purse on my "next order." (<- Note that I'd have to give them more money. And yes, she did write "so-called trouble.")

Naturally I was not happy with this response. Then Emily told me that their "inspectors" inspected the bag and it was "perfect before shipping." (... If it had been "perfect", it probably wouldn't become crooked only on one side of strap!)

I told her (maybe for the 10th time) that I've owned many other brand name leather bags, and never had this problem on a strap.

I got the latest reply this morning - after 2+ weeks of back and forth - that says:
"Hi dear,
Thank you for your reply.
We have explained to you before that it is a normal phenomenon but it seems that you cannot agree with us. Therefore, our manager agrees to replace for you. Please have a look of our replacement policy and respect and comply with our policy. Thanks for your understanding."

It is yet to be seen how this will go. I will update again, if exchange is successful.
[The 3 photos of (faux?) ksny/Coach bags are the photos of some random beaten-up bags Emily sent me via WeChat, to somehow prove to me my bag is fine.]

[Update #3]
After I mentioned to Emily how the bag came in a pretty shoddy box (instead of "PRADA" being imprinted/embossed on the box, there was just a cloth label - like ones you might find on the neck of a shirt or something - that said "PRADA Double Bag", although what was inside is NOT a Double Bag at all) which was already torn in the corners upon receipt, apparently they got cold feet that their bag/packaging might not make it back through the Chinese customs.

Emily wrote me back to ask me, "Hi dear, Did you blow it with hot wind?" and to tell me, *AGAIN* that "This is a normal phenomenon," and since I got such a good deal, "Believe an indentation is understandable." (AGAIN it's not an indentation.)

Then she went on to tell me (never mind the box lid came to me already broken) that they would need to CHARGE me "packaging fee" because their policy is "to keep the bag and packaging are intact and unused."

Further, she tells me: "Actually we don't wanna waste your money(The freight cost, 30% depreciation fee, and there may be tariffs" "Finally our manager told us, if you were willing to keep the bag, we will give you a $89 gift on your next order OR an additional 3% discount on your next item." [as written] <- "3%" on a $400 bag =$12

SO NO, NO RETURN IS ACCEPTED. Their solution only involves giving them more money.

[Update #4]
Emily says to me (the same thing she told Lily Y, noted in her 1/26/2018 review):
"Why worry it so much? If you wear it confidently, noone will notice."...$#$#%^&?! That's your comeback, for a faulty bag? That's weak, man.

[Update #5, almost a month later]
It's funny how they become suddenly fluent when explaining these so-called "policies". After reiterating the "company regulations" of not removing the packaging etc, Emily says, we all have to go by rules. (She also recommended AGAIN to "iron the leather flat".)

Her conclusion: "Personal requirements are different" and it's because some people are more discerning they see faults in the products. Says I am being more picky, because it's a replica. (Are you kidding me?! I'd be much more picky if it had been a genuine product.)

She wants me to purchase bags from other companies and compare the quality, and says "it's a pity you are not satisfied."

So there you have it. If something goes wrong with your order, the ending is, "it's a pity."

[Update #6 - I give up]
As she told others before (try searching for all the 1 star reviews - same story), like a broken record, Emily says:
- I have to pay 30% restock fee since the packaging/protective film was opened
- I have to pay for shipping BOTH WAYS to have a replacement shipped
- I can only declare the bag's value up to $20
- If I incur any tariff/tax then I'm responsible

=... all for a defect that is their fault, I'd be out more than $200 (30% + shipping).

I'd told Emily that is unreasonable, but she keeps repeating, "please comply with company regulations." Unless I'm "OK with the rules" above, I can't return.

I get it now. Her job is to basically wear you down until you give up on returning the item. She still doesn't give out the return address. I learned: This is a company to AVOID like a plague, including their sister site (perfect c club).

[Updates below - 1 month of runaround!] I would not recommend buying from this site, if you are afraid something might go wrong. Because when things go wrong, they won't stand behind their product. I feel the quality of the product I received is not up to the price I paid; I learned my lesson, to buy regular products from a reliable vendor. (Don't believe endorsements from bloggers - they may have gotten gifts/special treatment.)

I recently bought a pra*da shoulder bag, and shortly after I ordered, the product page was taken down from their website. After I sent money through Western Union (which was highly sketchy, too, in that I was asked to change the recipient from what was listed on the website), I was asked to send them a photo of what I'm ordering to "confirm" the size. Luckily I had saved one photo on Pinterest, but otherwise apparently they weren't sure what I ordered. They kept saying, "Don't worry." About 11 days after the money was collected on their end, the bag arrived with a defective strap. There was a warpy spot / loose leather on the shoulder pad underneath the chain. I contacted Emily via WeChat to see if I can exchange. She tried to tell me that was part of the design and it was "artful." I pointed out, if it was part of the design, then it should appear on both sides (i. E. left and right from the middle of the pad), whereas this defect is only on one side. She replied by saying "Hello dear, We suggest you check it on the store first" (I assume she meant the website). I said the product page has been taken down. Then she says, sorry this product is so popular ("hot-selling") it's sold out (as if I was trying to buying it)... Anything you say, they kind of play dumb and act as if they don't understand it. It's been very frustrating to say the least. As for the product, I can't say it was of great quality either, for the price.

One thing for sure: If something goes wrong, they won't take returns, and you can kiss your money goodbye.

[Update]
After ignoring me for 4 days, once I wrote this review, I heard back from Emily in WeChat. Of course. She says it was a misunderstanding, that she meant to tell me to go to a physical store to look at a bag, to confirm that the defect (warpy strap) exist on a real product. (... no comment. Aside from the ridiculousness, the local NM is out of that bag anyway.)

As for the vendor comment about pre-shipment photo, they never sent me any photo. I've been told that I have to request such photos at the time of ordering, in order to receive any. I was the one who sent them a photo of the bag, because they asked me to send a photo to "confirm size." So I even gave them the measurements of the bag.

There is no return policy posted on the website FAQ. It just says, "If you have a complaint regarding your order you can email us". I've also been told not to contact them through gmail and WeChat at the same time, because communication may get confused (see photo #2). So I have been in touch through WeChat.

I'll post the screenshot of a response I got (photo #3), upon telling them there is some excess leather popping up on the strap (it's not an indentation and I told them so). They want me to shrink it by blowing hot air on it with a hairdryer, or press it down with a heavy object. Truth.

[Update #2]
I first inquired about exchanging the faulty product on 4/26. Please note it's now 5/14. It's been like pulling teeth. After telling me repeatedly that it's an indentation that developed during shipping, to blow hot air on the wonky strap, and after I told them about 5-6 times it's NOT an indentation, Emily says they'll contact the factory manager. Then after waiting some, I asked again on 5/10 if I can return or exchange.

Emily then sent me a few choice pictures of some random old beaten-up bags (I'll try to attach the photos), to say "see, it's normal for leather to be warpy!" Then she tells me, that it's problematic that I seem to have removed the protective film, and per their policy the protective film needs to be intact to return the item. (*It's basically their protection/way to not accept the return if need be - I mean, how is a customer supposed to inspect the item w/o removing the outer packaging?!)

Also she informs me, because "China is a more stringent import control of the country" (as written) I'd need to mark the bag's value as 20 dollars. So this means, if I get to return the item, I can only insure it up to $20. If anything is lost/damaged, basically your loss, even if defective product is the cause for return.

She also tried to tell me that this would be deemed as a return due to my style preference (which means 30% re-stock fee).

She also told me, if I chose to keep the item, "For this so-called trouble," they'd give me a LV coin purse on my "next order." (<- Note that I'd have to give them more money. And yes, she did write "so-called trouble.")

Naturally I was not happy with this response. Then Emily told me that their "inspectors" inspected the bag and it was "perfect before shipping." (... If it had been "perfect", it probably wouldn't become crooked only on one side of strap!)

I told her (maybe for the 10th time) that I've owned many other brand name leather bags, and never had this problem on a strap.

I got the latest reply this morning - after 2+ weeks of back and forth - that says:
"Hi dear,
Thank you for your reply.
We have explained to you before that it is a normal phenomenon but it seems that you cannot agree with us. Therefore, our manager agrees to replace for you. Please have a look of our replacement policy and respect and comply with our policy. Thanks for your understanding."

It is yet to be seen how this will go. I will update again, if exchange is successful.
[The 3 photos of (faux?) ksny/Coach bags are the photos of some random beaten-up bags Emily sent me via WeChat, to somehow prove to me my bag is fine.]

[Update #3]
After I mentioned to Emily how the bag came in a pretty shoddy box (instead of "PRADA" being imprinted/embossed on the box, there was just a cloth label - like ones you might find on the neck of a shirt or something - that said "PRADA Double Bag", although what was inside is NOT a Double Bag at all) which was already torn in the corners upon receipt, apparently they got cold feet that their bag/packaging might not make it back through the Chinese customs.

Emily wrote me back to ask me, "Hi dear, Did you blow it with hot wind?" and to tell me, *AGAIN* that "This is a normal phenomenon," and since I got such a good deal, "Believe an indentation is understandable." (AGAIN it's not an indentation.)

Then she went on to tell me (never mind the box lid came to me already broken) that they would need to CHARGE me "packaging fee" because their policy is "to keep the bag and packaging are intact and unused."

Further, she tells me: "Actually we don't wanna waste your money(The freight cost, 30% depreciation fee, and there may be tariffs" "Finally our manager told us, if you were willing to keep the bag, we will give you a $89 gift on your next order OR an additional 3% discount on your next item." [as written] <- "3%" on a $400 bag =$12

SO NO, NO RETURN IS ACCEPTED. Their solution only involves giving them more money.

[Update #4]
Emily says to me (the same thing she told Lily Y, noted in her 1/26/2018 review, under designer-discreet dot cn):
"Why worry it so much? If you wear it confidently, noone will notice."...$#$#%^&?! That's your comeback, for a faulty bag? That's weak, man.

[Update #5, almost a month later]
It's funny how they become suddenly fluent when explaining these so-called "policies". After reiterating the "company regulations" of not removing the packaging etc, Emily says, we all have to go by rules. (She also recommended AGAIN to "iron the leather flat".)

Her conclusion: "Personal requirements are different" and it's because some people are more discerning they see faults in the products. Says I am being more picky, because it's a replica. (Are you kidding me?! I'd be much more picky if it had been a genuine product.)

She wants me to purchase bags from other companies and compare the quality, and says "it's a pity you are not satisfied."

So there you have it. If something goes wrong with your order, the ending is, "it's a pity."

[Update #6 - I give up]
As she told others before, like a broken record, Emily says:
- I have to pay 30% restock fee since the packaging/protective film was opened
- I have to pay for shipping BOTH WAYS to have a replacement shipped
- I can only declare the bag's value up to $20
- If I incur any tariff/tax then I'm responsible

=... all for a defect that is their fault, I'd be out more than $200 (30% + shipping).

I'd told Emily that is unreasonable, but she keeps repeating, "please comply with company regulations." Unless I'm "OK with the rules" above, I can't return.

I get it now. Her job is to basically wear you down until you give up on returning the item. She still doesn't give out the return address. I learned: This is a company to AVOID like a plague, including their sister site (perfect c club).

Great site that carries anything from budget-conscious e. L. f. Line to drugstore brands to high-end. The only hiccup is there is a high minimum for free shipping ($50). Often has good sales, e.g. BOGO 50% off. Shipping is not super fast but prompt. Overall a good place to shop for your beauty needs.

One of the worst online shopping experiences. I checked out with PayPal on a few Target orders recently, because the cc checkout was malfunctioning. As I was shopping, there was no warning as to 1) some items can only be returned in person to a store; and 2) PayPal payments will NOT be refunded to PayPal/original form of payment, but only as Target Gift Card. CSR says there should have been a disclaimer along checkout (which she could not find to show me), but I never saw it. So as I tried to return things that didn't fit, I'm not getting any cash back, and with some items I have to return to the store (no such warning on the item page either). There seemed to be no rhyme or reason which items cannot be returned by mail. I'm disabled and that's why I shop so much online; this is incredibly inconvenient and disappointing. For the foreseeable future, I will avoid shopping any clothing or shoes at Target.com - anything that may not fit, or anything you may have to see first!