Hi Caroline,
We’re sorry that you were unhappy with your experience, and we’d like to clarify what happened for anyone reading this review.
Your order was for a personalised item. Our policy is that personalised orders cannot be cancelled, amended or refunded once they have been placed, regardless of whether a cancellation request is sent immediately afterwards or at a later time. This is because each item is created using the details submitted by the customer and cannot be resold.
We completely accept that our reply to your messages took longer than it should have. Our website had only been live for around two weeks, and we discovered an issue that meant some customer messages were not coming through correctly. That was our responsibility, and we have taken steps to improve our contact system. However, even if we had seen your message straight away, the outcome would have remained the same because the order was personalised and therefore not eligible for cancellation.
We’re also disappointed by the suggestion that customers should not trust our business. We have been selling on Etsy for nine years, completing more than 253,000 orders and receiving over 33,000 reviews, while maintaining a five-star rating and Star Seller status. We are incredibly proud of the trust our customers have placed in us over the years.
We always aim to communicate clearly, treat customers fairly and take responsibility when something has gone wrong. In this case, we fully accept that our response time was not good enough, but we do not believe the suggestion that we are dishonest or “money grabbing” is a fair reflection of our business or what happened with this order.
