Hi there Julia,
We're sorry to hear that you were unsatisfied with your purchase. When we reached back to you, it wasn't to blame but rather to share with you the resources we provide to ensure that you are able to make the best choice possible for your customized robe ahead of your purchase. We offer detailed measurements of each robe and encourage customers in the section right above the embroidery listing to reach out to us if they have any questions regarding size as we are not able to return customized items whether it be embroidery or alteration. Had we recommended this size to you and it ended up not working out, we might have been able to make a one-time exception.
Additionally we shared with you that the reason we recommend our garments be hand washed and hang dried was to avoid potential shrinkage since our robes are made from raw unprocessed fibers. Since you are finding your robe to be a bit too big, machine washing and drying your robe on a delicate setting would help to draw in the weave and give you a fit that was closer to what you were looking to get as an alternative to an exchange. This is something we also note in the Product Care section of our website. We even have customers intentionally order their robe much bigger knowing that they will want to be a little less careful with laundering their robe and leave plenty of room to be able to wash and dry their robes as they please.
In regards to the embroidery we provide samples of the colors that we offer and even have a photo of the Gelin robe we offered in our recommended color combination (Charcoal) so that customers will have an idea of what they can expect form each thread color. As of now, we don't have a way to isolate each combination of robes and thread so we instead opted to provide photos of the color, size, and placement and encourage customers to reach out to us with any questions. We had received requests for the Antique Beige embroidery on a Gelin robe in the past so when we received your request it didn't strike us as odd. From our perspective, removing the Antique Beige option from the Gelin robe listing would prevent others from being able to choose that option for themselves as many have done in the past.
Being that we are a small, ethically made business with margins that reflect that, we try to be as transparent as possible about our policies and have an entire page dedicated to different questions customers may ask before or after making a purchase whether about textile discrepancies, lost packages, the fit of a garment, or returns. Again we apologize for this inconvenience but we are not able to accept returns for customized items. This policy is firm.
We hope that this will help to clear up any miscommunication as we would never want you to feel as though we aren't willing to assist where we can, but it would simply be unfair to other customers who have been unable to return customized items to make an exception in this case.
If you have any additional questions or concerns regarding this, please don't hesitate to reach out to our customer service team, we are always happy to try and find a suitable solution.
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Warmly,
The small but mighty team at Oddbird Co.
