Hi there
Thanks so much for your feedback. As a young, independent brand, that is set up to do great things for our customers and our planet, it’s never nice to read negative reviews like yours, especially given the amount of hard work and dedication I know our entire team and global partners put in to making things perfect. Thankfully reviews like this are rare for us. As a small fashion brand, it’s difficult to compete against the giants of the high street but we truly believe that the products we make and the things we do are worthwhile, and that in time, all fashion businesses will work this way. They will have to.
Our customer support team are always on hand to help on any questions you may have and alleviate any concerns, as in almost every case we can provide explanations or deal with any problems directly rather than deal with you over a 3rd party review site. However, as you have chosen to communicate with us publicly in this way please allow me to deal with the ‘issues’ you have mentioned.
The foundation of our business is built on the notion of giving back more than we take. This isn’t easy and means we have to work very hard and in specific ways to minimise waste and to only use ethical and sustainable products along with our carbon offset program and our eco pledging linked to every product. Also, a large important part of how we operate is that we manufacture ALL products to order. We don’t hide behind this fact, in fact we celebrate it and make it clear across our website, as by operating this way it means we do not have the usual waste of the earth's valuable resources on products and services that other brands have that simply sit on shelves in heated warehouses waiting to be sold. We only use what we need, when we need it, and it reduces our company’s waste to almost zero, which is market-leading for this sector. This does mean a short delay on everybody’s order whilst we make the products you wanted. But we believe this is worth it for the environmental and sustainability benefits it brings. The quickest route is rarely the best route. We do this pretty quickly though and ask for 5 working days from your order date to make your products, although the exact time it takes will depend on many factors, not least what you have ordered and also how busy we are (e.g Black Friday is a particularly busy time). This production time is detailed on multiple pages of our website and on every single product page on every single product.
You say your items took too long to arrive. When I look at your order I can see that your order was made, prepared, and then dispatched to you within 6 working days of you placing the order. Royal Mail then delivered your order 3 days later. So, in total it took 9 working days from you placing your order, to us delivering it to you during one of the world’s busiest shopping periods of the year. I’m sorry if you feel this is too long, but I think given all the circumstances of how we produce products and the timing of your order, I think we all did pretty well.
Moving on to your other points. You say our sizing is out. On this point, I can assure you it is not. We have rigorously tested and fitted every single product we make to ensure sizing is correct. It’s not in our interest as an online brand to provide inaccurate size data as it will simply result in everything being returned to us, which it is not. You purchased one of our best-selling sweatshirt products that we use across a number of different designs and have sold thousands to happy customers. Rest assured if the sizing was out, as you claim, we would know about it and would fix it. But we have not had to as we provide accurate and detailed on sizing to all customers regarding our products.
You also mention a ‘chemical’ smell. We deal with this in our F.A.Q’s but will cover this again here for you. Firstly, we don’t use any harsh or environmentally unsound ‘chemicals’ on our products. We only use premium eco-friendly water-based inks on our garments. However, after printing, our garments are then 'baked' to set the ink. This process where garments are moved through a ‘grill’ can give off a slight odour from the ink garment and some of this can sometimes be retained when the item is then bagged in its protective compostable packaging before being sent to you. This odour is completely harmless and will disappear once removed from the bag and left to air or after the first wash. All printed products from all brands will smell like this initially, but you only notice on ours as they have been freshly created just for you just a few days earlier.
Moving on, you say our print and letting is poor quality. Again, this is simply not the case as our prints are printed using only the finest eco-friendly prints that are available in the market and all are of the highest quality. We use the finest printing machines available on the planet to produce our products and there is simply not a better printing option currently available to anyone or any brand regardless of their size. Our products are award-winning and every product we make has either perfect customer feedback or close to a perfect 5-star feedback. If you feel you have a defective product then please let our team know and we can investigate. Of course, if you have received any item from us that does not meet our own exacting premium standards, then we will replace the product for you without any problem. All customers should always expect a premium quality ethical and sustainably produced product from us always, and if something is not to that standard, rest assured we will act and put it right.
So, I hope this has added some clarity and back story regarding what we do and why your order was delivered when it was and smelled like it did. I’m sorry you feel our work deserves 1 star. But there you go. Still, if you believe you have received a defective product from us then let us know and we will still get this sorted for you. But please do this directly with our customer support team at info@edenashram.com where our friendly team are always on hand to assist.
Regards
Lou Lou