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2024年5月3日

Dear Tobias,

our email conversation here below clearly shows (and you confirmed this in one of your email below) that the purchase of the item was made by you on August 20th 2023 but you contacted us only on January 22nd 2024 claiming that the item purchased was damaged.

As kindly indicated by our customer service, as per our policies it is not possible to return an item after 30 days from the package receipt. In your case the timeframe between the package receipt and the return request is of 5 months which is way past the due date of 30 days to return the item that you received.

Since a significant amount of time passed, we could not make an exception. Moreover, after 5 months it is safe to think that the item was worn and therefore damaged by an incorrect use of the product from your part. Every shop and e-commerce has its own return policies and it’s responsibility of the customer to take care appropriately of the items and return them within the given timeframe without having used them and damaged them.

Finally, as our conversation below clearly shows, we would like to point out that you never mentioned that the trousers discoloured after washing, you only mentioned that the suit was unravelling at the back. We would also like to point out that discolouring can happen if you don’t follow the washing instructions provided in the internal label of the item. We also have a product care section in our website, please have a look at the following link: https://nohowstyle.com/pages/product-care

If we had accepted your return after 5 months, it would have been truly unfair to all our customers who respect our policies and return the items within 30 days from package receipt.

For all of the reasons explained above we could not accept your return.
For your future shopping we advise to read and be compliant with the return policy terms before purchasing.

Kind regards,
Nohow team
______________________________

Monday, 22 Jan at 1:45 PM , Tobias. roos tobias.roos@gmx.net wrote:
Guten Tag,

Mein nicht mal ein jähriger Leinenanzug von Giotti Milano trennt sich am Rücken auf.
Ein Bild dazu im Anhang. Ich gehe davon aus, dass ich den Anzug reklamieren kann korrekt?
Was gibt es da für Möglichkeiten?

Mit freundlichen Grüßen,

Tobias Roos
Gesendet mit der GMX iPhone App

Von: "Nohow Support" support@nohowstyle.com
An: tobias.roos@gmx.net
Betreff: Re: Reklamation Anzug
Hi Tobias.,

Thank you for reaching out.
We are sorry for your inconvenience but we are not able to accept any claims for items purchased one year ago, as specified in the RETURN & REFUND policy available on our website, which we invite you to check for any additional clarification.
If you use an item that has been shipped in perfect condition for over one year, it's not possible to claim defects after this time, firstly because you are over the maximum return time-frame and secondly, we do not know how and how much you used the item, so we're afraid we are not able to provide any options at this time.

Sure of your comprehension, we wish you a pleasant day.

Thursday, 1 Feb at 11:04 AM , Tobias. roos tobias.roos@gmx.net wrote:
Good morning,

As I have written, the purchase was less than one year ago. Payment was done on 20.08.2023
The invoice number is: rxQ3l8z8qkwguB9NZ3gP6SpK8
Shipping address is:
Tobias Roos
Landsberger Strasse 360
80687 Muenchen

The Refund Portal can't find an order, so I kindly ask you to check it.
Thank you,
Tobias Roos

Thrusday, 1 Feb at 11:08 AM , Nohow Support support@nohowstyle.com wrote:

Dear Tobias.,
In any case, claims forwarded over 30 days from the delivery of the goods are, unfortunately, not acceptable and, subsequently, you won't be able to return the item because it has been used.
Please refer to the RETURN & REFUND policy for any additional information.We remain at your disposal.

Nohow からの回答

2024年4月10日

Gentile Edoardo,

la ringraziamo per le gentili parole, siamo lieti che la sua esperienza con noi sia stata positiva.
Il nostro obiettivo è rendere felici i nostri clienti grazie ai nostri prodotti e servizi.

Confidando di risentirla presto, restiamo a sua completa disposizione per qualsiasi altra necessità.
Le auguriamo una piacevole giornata.

Il Team NOHOW

Nohow からの回答

2024年3月28日

Dear Montserrat,

We are so astonished to read your review which is completely false and it doesn't correspond to the truth.

First of all, we have records of the emails you sent without understanding our replies, and these were replied exactly every 5 mins from your emails, so this is the first fantasy you are writing.

Secondly, we have either a telephone number, live chat and plus we are available on all the social media platforms providing customer service as well, so we wonder what's your conception of "atenciòn al cliente", as we provided all the information that you requested according to your refund, that has been issued within the 10 business days indicated in the RETURN & REFUND policy that you accepted, probably without reading it.

Additionally, we point out that each of our items is sold online with a detailed description indicating all the measurements for all the sizes, so you probably chose wrong sizes because you didn't read anything, nor you've asked for any advice.

In any case, we thank you for your feedback even if this is totally invented and, lastly, we warmly invite you to read carefully when you decide to purchase online instead of the market, as things are slightly different from a physical shop and you may select wrong sizes.

We wish you all the best and we do not recommend you as well.

Regards
The NOHOW Team

Nohow からの回答

2024年1月24日

Dear Jerome,

we are genuinely sorry to read your review.

First of all, we would like to point out that you never wrote us an email indicating this issue with your order.

You only contacted us afterwards to ask for information about the status of your return.
If you had contacted us earlier when you received the order explaining the issue encountered we would have open an internal investigation to find the best solution to your case.

Moreover, we would also like to point out that you only placed one order and with one item only, therefore we find it very difficult to believe that you know which is the quality of all or most our products.

Regarding the material of the item, please kindly note that in the product page you can find the description of the item where you can read all the materials by percentages before purchasing. The item you purchased PETER CASUAL PANTS IN BLACK has the following composition as indicated in our website: 97% cotton, 3% elastomer.
The item is almost entirely made of cotton. Therefore, we find it genuinely unrealistic to indicate that it is like plastic. Moreover, for your future shopping we suggest reading the composition of the clothes before purchasing.

Regarding the shape and fit of the pants, that you claim being different from the pictures, please kindly note that you might have chosen the wrong size for the pants or that the pants might not be a proper fit for your body tipe. This might be the reason why the pants look different in shape when worn on this case.
As indicating in our size guide, to choose the right size for you we usually recommend taking your own measurements and compare them to the measurements of the size worn by the model inside the product page. Alternatively as indicated in our website you can contact us by email to receive a tailored support from our style specialists in order to choose the best size or the best item for you.

Since you never contacted us requesting any information before purchasing or indicating the issue after you received the item, unfortunately we were not able to help you in any way even if we would have loved to.

Finally, please kindly note that it is clearly indicated in our website that return costs are at customer’s charge, it is customer’s responsibility to read our policies before placing an order. For your future shopping qe suggest reading Return&Refund policies online before actually placing an order in a website.

We wish you the best for your future shopping.

Kind regards,
Nohow Team

Nohow からの回答

2024年1月22日 に更新

Dear Louie,

As soon as you contacted us on Nov. 27th regarding the status of your return, we kindly indicated that the return was still not processed and we advised to check the tracking number to locate your package.

On December 4th, you sent us a threatening message stating that you had proof of shipping back the package on November 14th and that if you wouldn’t have received a full refund for the product within 48 hours you would have contacted the bank to refuse payment and place bad reviews on every major website about our company, by doubting about our goodwill and you disputed the amount with your bank and left a review, which was removed afterwards. Returns are usually processed within 10 business days after the package is received as mentioned, therefore customers need to check the tracking number to locate their package and wait for the indicated timeframe after delivery for the return and refund to be processed.
However, as an act of goodwill to further speed up the return processing and refund we asked you to contact your shipping company and check whether the package had already been delivered at our warehouse and we asked you in that case to get a proof of delivery to submit to us but you refused and said that we were taking time. So you decided on your own to dispute the transaction with your bank, probably not knowing the timing for chargebacks. On the same day we sent you an email where we managed to find the international tracking link for your parcel, that you could have easily tracked before on the internet with the tracking number the carrier provided you with. Therefore, we asked you to withdraw the chargeback dispute in order to issue your refund and close the case. Indeed, our system won't allow us to issue the refund as long as the dispute is ongoing. In the same email we indicated that, in order to issue the refund, we also needed to receive confirmation from your bank that the dispute had been ended, but we never received nothing.

On December 11th, we sent you a screenshot explaining that we were still seeing an active chargeback for your order and that we had not received the final conformation from your bank that the dispute was withdrawn. We also explained that the chargeback process is long and its timing depends on the bank circuit and we provided you with our administration department email address, so that your bank could contact us to confirm the dispute withdrawal. On December 14th and on January 3rd, we informed you that your bank already proceeded with the chargeback, which was not closed on time. Indeed, as indicated, your bank had withdrawn the amount of 148,06 euro from our account on December 6th, we also attached the Shopify screenshot as proof. Additionally, on January 3rd we informed you that our reply to the chargeback had been sent to your bank on December 31st attaching a Shopify screenshot as proof, therefore we indicated that there were no conditions to proceed with a refund at that moment as your bank already took the amount from our account.
On our last email on January 12th we shared with you the Shopify’s guidelines which thoroughly explained how to resolve the chargeback. As indicated in the guideline the customer needs to provide a withdrawal letter issued by the bank. Please find the Shopify’s guidelines at the following link: https://help.shopify.com/en/manual/payments/chargebacks#canceled-chargebacks

We never received the withdrawal letter from your bank, moreover your bank had already proceeded with the chargeback and the amount has been totally withdrawn from our account as indicated in our emails, that we invite you to read carefully.

Despite all our efforts to help you receive your refund, the lack of cooperation from you and your bank made it impossible for us to help you further. Fortunately, we have all emails on our side to prove our goodwill, while your review is absolutely astonishing.

We wish you all the best for the future.
The NOHOW Team

Nohow からの回答

2023年12月19日

Dear Tom,

We are pretty surprised to read your review, firstly because you placed more than one order, so we assume that you liked the quality of the items received.

Additionally, kindly note that the information in regards of customs duty taxes is provided in the SHIPPING & DELIVERY section of our website, with specific indications for customers based in the UK, so you should be aware of which are the requirements of your government according to the importation of goods to your country from abroad.

Sincerely, we find your review to be very convenient, as you may not like what you purchase, anyways, defaming is something different. We assume that your review has been left conveniently after we denied a refund for the VAT you paid in your country, and this is totally out of our responsibility. Why a company should refund you for a tax that you, as an importer, have to pay?

This is totally disrespectful to the people who are working for you and for all of our customers. So, for the future, we suggest you having a look to the information we provide on our website to avoid any inconvenience.

Lastly, we'd like to point out that importation fees to your country are due for each purchase greater than £135 since January 2021 after Brexit, so it's very unlikely that you didn't know that importation fees were due for your purchase.

Anyways, we wish you all the best for your shopping in the future.

The NOHOW Team

Nohow からの回答

2023年12月7日 に更新

Dear Customer,

We are sorry to read your review, especially after we explained why we couldn't accept your request.

Your item has been completely ripped in 3 different points after misuse, so the issue is not related to the quality, as we sold over 3000 pieces of the same item you received (HUGO DOUBLE BREASTED COAT IN KASHA) and none of them presented the same problem.

In any case, we thank you for your feedback and we that you hope can find the quality you expect in the future.

We wish you all the best.
The NOHOW Team

Nohow からの回答

2023年10月24日

Dear Thaina,

Thank you for taking some time to share a review which is completely false. First of all, we inform you that our calls are recorded, so we have evidence of how rude was your boyfriend at the phone, so you should refrain from declaring the opposite of the truth.

Additionally, you called our support a week ago and nobody was rude with you, but we replied in a kind way providing the required support, but in that case we didn't see a 5-star review, that is very convenient! In any case, as you can read from the emails below supporting the truth, the address you indicated was missing information, that's why we contacted you via email. Despite our instructions sent to DPD, the package has been sent back to the sender and the issue is not depending on our company.

For all customers that will read, below you can find all the correspondence, proving that your review is completely false.
------------------------------------

NOHOW 4 giorni fa (ven, 20 ott 2023 alle 5:58 PM)

Dear Andreza,

Following our conversation, we inform you that we sent an urgent complaint to DPD that had already sent the package back to the sender, despite our instructions.

The reversion has been interrupted and the package has been re-scheduled for the delivery. Please indicate every suitable additional information about your address, such as floor and door, to avoid further inconvenience. We indicated that you were available at home but nobody called you at the phone.

Additionally, according to our localization, the building should be the one shown in the pictures attached, please confirm.
Thus the shipment should be delivered starting from next Monday. Please monitor the tracking number constantly.

Apologizing for the inconvenience caused by the carrier and thanking you for your patience, we remain at your disposal.

Kind regards from the NOHOW Team

------------
Zazaklein ha risposto 4 giorni fa (ven, 20 ott 2023 alle 7:49 PM) A:"Nohow Support"

I confirm that the picture of the building is correct. Flor is : Entresuelo 2
Phone: XXXXX
--------------- thainaxxxxz@gmail.com replied:

Good Afternoon!

I ordered clothes there for my marriage and it was supposed to arrive on the 16th, however up until now it didn't arrive. I'm very concerned about it as I'll have less than a week to make sure it fits and do any adjustments if needed. As you will ship with the same company that didn't deliver on my address (explicitly said and explained) me and my partner don't trust it will arrive. Could you please send another one with an emergency shipment? Otherwise it's likely I won't have clothes for my own marriage. Or please, give me another option that we know will arrive ASAP. I would also like a refund for this profound inconvenience.

Regards,
Thainá

------ NOHOW replied:
Hi Thaina,

We are sorry but, as indicated by DPD, the package has been returned back to the sender since the address was incorrect or missing information.
In this case, you will receive a refund on the original payment method within the 10 business days following the delivery of the package.

Apologizing for the inconvenience which was independent of our willingness, we inform you that we already opened a complaint with DPD for the bad service provided, despite our instructions. We are aware of the issued this carrier is causing, for this reason, we look forward to changing the carrier as soon as possible.

Thanking you once again for your patience, we wish you a pleasant day.

We wish all the best.
The NOHOW Team

Nohow からの回答

2023年10月5日

Gentile Nicolò,

Siamo lieti di sapere che sia soddisfatto dello shopping effettuato sul nostro sito e la ringraziamo per il suo feedback, molto importante per la nostra crescita e sicuramente utile ad altri clienti.

Confidando di risentirla presto, il nostro team è a disposizione per qualsiasi necessità.

Cordiali saluti
Il Team NOHOW