Hi Nicola,
We're genuinely sorry to hear about the disappointment you experienced with your mirror.
We never intend for any gift, especially one meant for a special occasion like Christmas, to be anything less than perfect. We understand the 24-hour inspection guideline was missed, and while our policy is designed to resolve issues promptly, we recognize your unique circumstances.
We're sorry that the reminder in our email confirmation and the sticker on the package to inspect the item within 24 hours were overlooked. We emphasize this step to rectify any transit issues quickly, but we also understand that circumstances, especially around the holidays, can make this challenging.
damage
While we typically rely on prompt damage reports to confirm shipping issues, we appreciate that the damage was noted 2 weeks after delivery. Given the timeframe and without verification of the mirror's condition upon arrival, our options to address this are limited.
However, we value your satisfaction and would like to offer a resolution. We're prepared to provide a replacement at a significantly reduced cost. We hope this demonstrates our commitment to your satisfaction and willingness to work towards a positive outcome.
Please reach out to us to discuss this further. Your experience matters, and we're dedicated to improving it.
Warm regards, Adam
