Maison d'Amber レビュー 79

Maison d'Amber からの回答

2025年7月7日

Hi Isabella,

We’re sorry to hear that you’re disappointed, but we’d like to clarify a few things.

Unfortunately, no retailer can control whether a returned parcel gets lost during transit, this is the responsibility of the shipping carrier, which is why we kindly ask customers to use a tracked return method. That way, both sides are protected.

The £20 return cost you mentioned depends entirely on the courier and service you choose. Many of our customers have found cheaper tracked return options through local postal services, so we recommend checking a few alternatives. it doesn’t have to cost that much, as long as it’s traceable.

Our sizing is clearly stated on every product page, and we always welcome questions before ordering. We’re happy to help!

Thank you for taking the time to share your feedback. We hope to have the chance to serve you better in the future.

Warm regards,
Team Maison d’Amber

Maison d'Amber からの回答

2025年7月4日

Thank you so much for your kind words!
We're truly happy to hear that you felt supported and reassured by our customer service team.

Your review means a lot to us and motivates our team to continue providing the best service possible.

Warm regards,
Maison d’Amber

Maison d'Amber からの回答

2025年7月4日

Hi Juliet,

Thank you so much for taking the time to share your experience — and for trusting us with such a thoughtful gift! We're so happy to hear that your son’s girlfriend loved the dress and that it fit perfectly.

We completely understand how stressful it can be waiting on a parcel for a special occasion, and we really appreciate your patience and kind words despite the initial concern. Your feedback means the world to us, and we’re always working to make our shipping info even clearer going forward.

Wishing you and your family all the best — and thank you again for your trust 💛

Warm regards,
Maison d’Amber

Maison d'Amber からの回答

2025年7月4日

Hi Erin,

Thank you for your feedback — we're really sorry to hear that you were disappointed.

We’d like to clarify that we don’t add any extra fees ourselves. The return shipping costs are standard international rates charged by the courier, not by us. We do our best to keep costs transparent, and all return policy details are clearly stated on our Refund Policy page and under Shipping Information on each product page.

That said, we take quality concerns very seriously. If you believe you received a faulty item, please email us at info@maisondamber.com so we can properly review the situation and find a solution.

Thank you for giving us the opportunity to improve.

Warm regards,
Maison d’Amber

Maison d'Amber からの回答

2025年7月4日

Hi Swati,

We’re truly sorry to read this review, especially given that we had already reached a mutual agreement.

You accepted our partial refund offer as a resolution, and we processed it promptly. It’s therefore surprising to see such a strong and accusatory review after we came to a clear agreement together.

Maison d’Amber is a legitimate business with thousands of genuine, satisfied customers. We are fully transparent about our return policy, which is clearly stated on our website.

We do not add any hidden costs, nor do we control customs duties, these are government-imposed fees, not charged by us. Our customer reviews are 100% real and reflect the wide range of experiences our community shares.

While we always welcome honest feedback, we believe fairness goes both ways.

Team Maison d’Amber

Maison d'Amber からの回答

2025年7月1日

Dear Alice,

We’re sorry to hear about your experience. However, we would like to clarify a few things.

Maison d’Amber is a legally registered business that complies with EU consumer laws. We clearly state in our terms that our fulfilment partner ships orders internationally. While delays in international shipping can unfortunately occur, we always offer customers the right to return items within the legal 30-day reflection period and issue refunds upon receiving the return — provided the package is traceable.

We understand that returning to an international warehouse can be inconvenient, but this process is legal and in line with EU return policy frameworks for cross-border e-commerce. We encourage all customers to contact our support team if anything is unclear — we’re always here to help.

Team Maison d’Amber

Maison d'Amber からの回答

2025年7月1日

Dear customer,

We are so sorry to hear that you’re disappointed. That is never the experience that we want for our customers. However, we would like to clarify a few things.

Returns are always eligible for a full refund, as long as the package arrives. We do not have any deadline for when a return must reach us — as long as it’s registered within 30 days and eventually delivered, we process your refund. That’s why we always recommend using track & trace — not to make things difficult, but simply to ensure the parcel reaches us.

We’re unsure what you mean by “they cannot guarantee it,” as we, like any company, unfortunately cannot control if a package gets lost in transition. But if your return arrives, you will absolutely get your money back — that’s our policy, always.

Warm regards,
Team Maison d’Amber

Maison d'Amber からの回答

2025年7月1日

Dear Lucy,

We’re sorry to hear about your experience. However, we would like to clarify a few important points:

We absolutely do refund returns — as long as the package arrives at our return facility. That’s why we strongly advise customers to return their items with a track & trace code. The only time-related condition we have is the legal 30-day reflection period. We do NOT enforce a deadline on when a parcel must arrive back to our warehouse — as long as it’s been shipped back within the return period, you're eligible.

We understand international returns can take time, which is exactly why proof of shipment matters. We’re always transparent about this in our policy.

Warm regards,
Team Maison d’Amber

Maison d'Amber からの回答

2025年6月30日

Hi Katie,

Thank you for your feedback. We’re sorry to hear that you were unhappy with your experience.

However, we would like to clarify that you were in direct contact with our customer service team and that we have already issued a full refund for your order. Given this resolution, we are unsure why such a severe review was left.

Maison d’Amber is a registered and active business, and we are committed to handling every case with fairness and integrity.

We understand that online shopping can sometimes lead to disappointment, but we always do our best to resolve such situations respectfully and professionally.

— Team Maison d’Amber

Maison d'Amber からの回答

2025年6月30日 に更新

Dear Britney,

Thank you for your feedback, and we're truly sorry to hear about your experience.

We’d like to clarify that our policy does indeed cover the return shipping costs for any items that are defective or damaged — as also stated on our website. If this was not honored in your case, we sincerely apologise and would like to look into this for you.

Please reach out to us at info@maisondamber.com with your order number and some photos of the product issues, so we can investigate this properly and find a suitable resolution for you.

We take all feedback seriously and are constantly working to improve our service and quality. We’d love the opportunity to make things right.

Warm regards,
Team Maison d’Amber

Maison d'Amber からの回答

2025年6月30日

Hi Eva,

Thank you for your review. We're sorry to hear that your experience hasn’t met expectations.

In order to assist you properly, we kindly ask you to email us at info@maisondamber.com with your order number, photos of the item(s) received, and a brief description of the issue. Our customer service team will look into it as soon as possible and work on a suitable resolution.

Maison d’Amber
Customer Support Team

Maison d'Amber からの回答

2025年6月28日

Dear Chloe,

We’re truly sorry to read that you’ve had such a disappointing experience — this is never what we want for our customers, and we do take your feedback seriously.

That said, we’d like to clarify a few important details for the sake of transparency:

– Your order was placed on May 19th and delivered on June 9th — within 21 calendar days, which aligns with our stated delivery estimate of 7–15 business days, as explained on our Shipping Policy page.
– One of the items was refunded immediately upon your notification that it hadn’t arrived.
– Our shipping locations include both China and the Netherlands, as disclosed on our FAQ and shipping info — and we aim to deliver as efficiently as possible from the most appropriate fulfillment center.
– Regarding returns, our policy — which is clearly stated on our website — explains that return costs are at the customer’s expense. This is in accordance with European consumer law for standard distance sales.

Despite all of this, and in good faith, we offered you a 50% refund to avoid the inconvenience of returning the items — an offer that was declined in favour of legal escalation.

We genuinely wish your experience had been more positive, and we remain available if you wish to resolve this amicably after all. We value every customer and are always open to constructive dialogue.

Team Maison d'Amber

Maison d'Amber からの回答

2025年6月23日

Hi there,
We’re sorry to hear about your experience. Could you please email us at info@maisondamber.com and include your order number so we can locate your purchase and assist you further?
We’d love the opportunity to help resolve this.
– Team Maison d’Amber

Maison d'Amber からの回答

2025年6月20日

Hi Kay,

We’re truly sorry to hear that you were disappointed with your order. We understand your frustration and take all feedback seriously.

Our sizing follows a standard EU/UK size chart, but we know that fit can vary by individual and style. That’s why we always recommend consulting our detailed size guide before purchasing. We’ve also recently updated our packaging to be more eco-conscious and lightweight — which sometimes means items may arrive separately depending on carrier processing.

Regarding returns: we are transparent on our website that returns go to our central fulfilment warehouse in Asia, which allows us to streamline operations and reduce environmental impact. We understand this can be inconvenient, and we’re working hard to make the process smoother for our UK customers.

Warm regards,
Team Maison d’Amber

Maison d'Amber からの回答

2025年6月20日

Hi Kendall,

Thank you for taking the time to share your feedback. We're truly sorry to hear that the items you received didn’t meet your expectations in terms of quality or appearance — that’s never the experience we want for our customers.

We’d really like to look into this further and make things right. Please reach out to us at support@maisondamber.com with your order number, and our team will do everything we can to assist you.

Thanks again for your honesty — it helps us improve.

– Team Maison d’Amber

Maison d'Amber からの回答

2025年6月20日

Hi Suellen,

Thank you so much for your kind and honest review — we truly appreciate your feedback! 💛 We're happy to hear that the dress matched your expectations visually and arrived on time. We're sorry to hear it was too small and that some feathers were loose — your input helps us improve.

Thanks again for supporting Maison d’Amber!
– Team Maison d’Amber

Maison d'Amber からの回答

2025年6月23日

Hi Hayley,

We’re truly sorry for how this was handled. Your order has now been cancelled and fully refunded. We regret the delay in communication and appreciate your patience.

– Team Maison d’Amber

Maison d'Amber からの回答

2025年6月17日

Hi Jessica,
We’re very sorry to hear about your experience — this is not the standard we strive for.

To clarify: your order was delivered, with one item arriving a bit later due to international transit, which our team communicated in earlier messages. We understand how frustrating delays and sizing issues can be, and we’re always open to finding a fair solution.

If you're still missing an item or have any concerns we may have overlooked, please email us directly at info@maisondamber.com with your order number — we’ll be happy to help.

Warm regards,
Team Maison d’Amber