Urban Touch レビュー 

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2023年6月8日

Hi Daisy Maisy, thank you for your appreciation, and also for your fair criticism regarding quick replies. We are definitely working on how to speed up our customer response times, and we will most assuredly be at the ready the next time you visit our shop :) All the very best!

Urban Touch からの回答

2023年5月12日

Thank you. We ourselves welcome all our current and potential customers to read all the comments here and how we have answered them. The question here is about a delicate dress which is usually preferred for special occasions and weddings. Many of our customers try these on and return them as undamaged and we gladly accept and refund them. Unfortunately, despite our best warnings, including a recent practice of placing a warning message next to the dress (on how best to try it on and to utilise it afterwards), some items still do get returned to us damaged/stained. This happens like 3 in 50 returns or so. And if the dress is returned to us damaged and in an unsellable condition, we are left with no choice but to reject it. We believe if the customers do read these warnings, before trying on the dress, such disputes could well be avoidable. Also, we do not understand the above comment which states "the dress not having been tried on". If a dress is returned to us in its original folded position with no signs of having been tried on, we treat it differently than we did this dress.

Urban Touch からの回答

2023年5月12日

Hello. Upon receipt of your message yesterday through social media, we checked out all our email folders including junk and deleted message folders, our WhatsApp channel and our Shopify Chat channel and couldn't locate any message. If somehow, we couldn't locate it because of the usage of a nickname or such, we are sincerely sorry. Otherwise, we try to answer our customers as quickly as possible. We have now sent you an email from our Customer Services email address. If you can kindly reply to it and define how we can help you, we would much appreciate it.

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2023年4月26日

Regarding specific dresses of specific fabric, we specifically send customers an additional piece of info on a piece of paper telling them how they could utilise that fabric/dress properly. Many dresses are returned to us just fine, in pristine condition. Some are not. We do our utmost best to be flexible, but in some cases, the dress speaks for itself as it cannot be sold again.

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2023年4月26日

Unfortunately, it has become a trend among consumers to use a product (or try it on without a care and damage it) and return it. This item was not only badly damaged and stained, additional sweat marks around the armpits area of the dress were observed right before being repackaged to be sent back to customer. Question: Why didn't we observe the other marks and stains before? Because the evidence that the dress was used (or not properly tried on) was already overwhelming when taking the first photos. If a dress is returned to us in a state that we can not sell it, does not this speak for itself?

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2023年3月16日

Hi Lynda, Thank you for your positive and encouraging comments. We most appreciate it. And we most definitely feel blessed that we have succeeded in making another one of our dear customers happy. Of course, we will also try to do one better next time to earn your trust every single time.

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2023年2月13日

We received this return in very bad shape with multiple stains on the front of the dress. And since we carry out quality checks before sending out our dresses, we were pretty sure they were not there before the packaging and delivery of the item to the customer. We surmised that there was no way the customer could not see these marks if they had indeed been there, as we saw them the moment we opened the return parcel. As a result, we had to decline the request for a refund. As a general rule, we would kindly ask all customers to try on the dresses without any make-up or accessories as these generally do leave a mark and sometimes make the product unsellable.

Urban Touch からの回答

2023年2月6日

We, at Urban Touch, try to show as much flexibility as is possible, give every bit of benefit of the doubt, and go to great lengths to accept a return. Only when it really is not in a resalable position, do we reject it.

The rejected item in question was returned to us three weeks ago. And, it was in very bad shape. Since we carry out thorough quality checks, we were confident that the fault on the dress was not there in the beginning. The way we see it, the dress was probably tried on by the customer with accessories on, and these somehow snagged the dress. This, to us, seems to be the only possible explanation as to how the dress was damaged, and we believe the customer unfortunately didn’t recognise this before returning it. Having said that, the returned dress was no longer in a sellable condition, and as such, we had to reject it.

Urban Touch からの回答

2022年10月20日

Thank you so much for your trust in our brand and our products. We will do our best not only to live up to it, but to always exceed it. And we will definitely be waiting for your next order, so that we could send you the next best dress that you will look fabulous in.

Urban Touch からの回答

2022年10月20日

Thank you for kind words and your trust. We will eagerly be waiting for your next order to fulfil it promptly and with high quality like we strive to do each and every time.

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2022年10月20日

Thank you Ms. Kamara for your kind words. We will always try to do our best to match and exceed your expectations.

Urban Touch からの回答

2022年8月12日

It was most certainly our pleasure to help one of our customers, and will always be so. Thank you for your kind words, thank you for placing your trust in us. We will always try to do our utmost best to live up to it.

Urban Touch からの回答

2022年8月1日

First and foremost, we value our customers and the business they bring tremendously, as should every other business in this day and age of digitalisation and fierce competition. We try to cater to our customers’ requirements to the best of our abilities, and offer follow-up services whenever needed. We also offer our customers and the returns they send the benefit of the doubt when we cannot decide for sure, and send out replacement dresses or issue refunds whenever possible.


Lately we even adopted the practise of taking video recordings of our dresses before they are packaged to be delivered -following a traditional visceral inspection of the specimens- so that the video recording can actually verify the individual observations of our quality control staff.

Last but not least, even if we do not immediately see a fault, but find one when going through the video again following a customer’s returned order, we still accept our fault and refund the customer or send out a replacement dress. 


As such, only when we are completely assured that the product was faultless when leaving our facilities -after having gone through all pre-delivery and post-return quality controls- do we consider contesting or rejecting a return. Not that we want to, but because we are left with no choice at all.

Urban Touch からの回答

2022年8月1日

Thank you for your kind words, Angela! Whenever you visit our shop again, rest assured that we will always try do our best, so that you always leave happy and content.

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2022年7月15日

Thank you, Cathy, it was our pleasure and privilege to have you as our customer. We will always be happy to have you back and will always try to do our best to give you the best service.

Urban Touch からの回答

2022年7月13日

Thank you for your most lovely and encouraging words, Amy. We will always try to live up to and then exceed your expectations. Your trust and appreciation means the world to us!

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2022年7月6日

Thank you Hayley for your kind words. We will always try to be worthy of your praise and appreciation, and strive to enhance our quality standards further. After all, we are only satisfied when you are satisfied! Thank you!

Urban Touch からの回答

2022年6月29日

Dear Romes, thank you for your positive feedback and comments. We are so happy that you are happy. We will be looking forward to seeing you in our e-store again, and fulfilling your order with the same dedication as ever. Thank you :)

Urban Touch からの回答

2022年6月29日

Thank you, Sarah. It was our pleasure serving you and living up to your expectations. We hope you have a wonderful Summer and come see our new products every once in a while :)

Urban Touch からの回答

2022年5月6日

First and foremost, we are genuinely sorry for the distress and inconvenience this mishap has caused for you. Due to the arrival of some of the Summer and Spring season products, we have been busier than usual, and some of our customer inquiries were delayed beyond our normal standards. We are now working very hard to address this issue, and make amends and improvements. As for your case, the weight of the return package that you sent was self-explanatory as containing not one but two items. We have already informed the platform to refund both your items. The refunded amount will clear into your account in 1-2 working days. Also, we feel the need to express that we are sincerely sorry for the late reply. Please let us know if you need any further assistance...
Urban Touch Team