Cute Cute (qcute) wrote,
Cute Cute

Imporant Notice about Winter Clothes Order & Refund Policy (27/06/2010 Update)

Dear Customers,

Recently we have received several comments / feedback about the size issue on the Winter garments order with us (items included from KidsYoYo, Rose Melody and Last Country). Some of comments are quite negative as the clothes have been made too big at the bust and the waist also. As some of the orders finally still can be resolved, but not a very satisfy result, so that we would to explain the situation and let all of our customers understand that in details.

In our terms and condition, we have mentioned that the garment size of Tailormake order is based on the pure body size (with bra and underwear only) provided by the customers. Our supplier will based on that body size and add about 4cm on top of that to achieve the garment size (this is the Summer garments order situation, and for bust size within 90cm). And in case of bigger body size order, that will add even 5-6cm to achieve the garment size. This is a rough calculation and may be vary from different orders as per design / cutting / fabric type (and also relate to the overall body scale). This estimation method has been work properly and most of our customers also satisfied with that.

Regarding to the Winter garments order, all of the suppliers will add extra at least 2-3cm based on the Summer estimation (that means on top of the 4cm mentioned before for summer garments, they will add 2-3cm more), that’s totally about 6-7cm on body size to achieve the Winter garment size. The reason as they got to provide enough room for thick underwear (or even wool underwear) inside.

At this point, some of our customers felt that’s very non-sense, and they may not even believe that QutieLand is talking about the truth. Some of them may think that QutieLand is telling the lie in order to push away the responsibility on the size issue and cover our suppliers. But we would like to explain this situation in details as follow,  and we would like all of our customers understand that as well.

On the habit of winter underwear, most of the Chinese will put on thicker underwear, or even Wool Underwear as well. Some customers may not understand and assumed that’s not necessary. But in case of China, most places also do not have heater (whatever home / school / office / factory / public transport). So that people got to wear enough no matter indoor or outdoor. And due to this reason, they won’t just put on thick coat outside, but also thick underwear as indoor is cold as well. As all of our suppliers are based in China, they will make the garment size estimation according to their local market. Due to the necessity of wearing thicker underwear inside, our suppliers got to provide enough room inside when estimate the garment size during Winter.

As the point of running a business, we got no excuse of missing this situation. But for the reason of all of our staff (under QutieLand) also born from China or Hong Kong, and we have a similar culture background to grow up. We don't really aware this habit difference on the underwear before. Especially we have run this shop for nearly 2 years and quite a lot of customers have been ordered Winter clothes from us. Although not 100% perfect, we have received a lot of positive feedback (on Winter dresses) that fit them well. So that we (QutieLand) and our suppliers from China don't aware the issue on that size which lead by the underwear until the recent comments from the customers and further research with our frequent customers.

Regarding to this situation, our whole QutieLand team is very sorry about that. And due to this reason and made any misunderstanding with our customers, we would like to apologize on that as well. In order to prevent the size issue on Winter garments order again, right now we will check with our customers again regarding to the type of underwear will put on before the order placed with our suppliers. We hope that can reduce the chance on the size issue on ours order, and can deliver the orders with as accurate as possible to our customers.

And apart from the above announcement about Winter clothes order, we would like to explain about refund and exchange policy of our shop. As the Overseas Dealer of the brands under our shop, we are providing the same grading of “After Sale Service” as our supplier in China. In case of any tailormake order with size issue, QutieLand MUST work with the customer and try the best way to resolve that (partial refund, some kind of compensation, replace or refund).

But before we can find the best way to resolve the size issue, we must firstly detail understand the situation, and get all necessary information (measurement and photos etc) from the customer first, and then we can check with the supplier according to those reference. But at the same time, we will explain to our customers that any necessary information about the product design or size measurement as well. We think that’s necessary procedure as sometimes the complain may be happened on misunderstanding only. We hope that the customers won’t misunderstand that we are giving excuse and not taking responsibility to the order in case any issue happened. We just want to make sure both parties (we and the customer) can fully understand the situation only.

If any of our customers have further questions on the Winter Clothes order, or have any comment on the refund policy, please feel free to send us e-mail. We are always open to discuss that with our customers and explain further details with them.


QutieLand - QQ


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