Hello Stella. Thank you for your feedback. As you know we were very sorry to hear that there was an issue with a print on one of your tops. We produce thousands of tops every month and we expect every single item and print to be perfect for our customers and as it should. The reality is, that despite our very best efforts, and quality checks, sometimes there can be issues and an item slips through the net. However, as I hope you have seen by our actions, whenever this happens we will always put it right and sort issues like this with our customers. This is our guarantee to all customers. You will either get a new replacement item produced and sent out or as in your case, we were happy to refund you in full. No problem or quibble. No customer should expect an inferior product from us at any time and if there is any issue we will sort it 100%.
As for our sizing and returns, we do display detailed size charts of all our products on our size guides link on each and every product page and this includes all measurements for products. Sizing and fit for one product may be different for another and customers do need to check each product's size guide to ensure they purchase the right size for them.
As you know all products are made to order, this is part of our steps to be the most environmentally sound fashion business we can be with almost zero waste. On average orders are dispatched within 5 working days of the order being placed but this will depend on a number of factors. We strongly believe this process is worth it for the benefits we all gain in environmental friendliness. Returns are 21 days from when we dispatch an item and not from when you place the order and we feel this is a sufficient time for our customers to receive their goods and to decide whether they want to keep it or not, but where (as in your case there is an issue) we would not ask you to return the item anyway. We will always put our customers first and ensure you get what you want or we will replace or refund. There is never any risk for our customers to purchase items from us.
I hope that we have resolved your issue to your satisfaction and have the confidence to shop with us again. Kind regards Lou Lou