Reply from NooshJun 11, 2025
Hi Vivian,
We're sorry to hear about your experience, and we truly appreciate your feedback.
You initially messaged us on 5/14, stating that you received our tights in Chai despite ordering Leche. Although we can clearly see that you ordered the tights in Chai, Ferry from our team replied the same day with a link to our return portal. Our customers can return or exchange using our returns portal (https://getnoosh.com/a/service/returns). Submitting a claim through the portal takes less than two minutes, and the customer receives a shipping label immediately after entering their information.
The next day, you messaged us that you were having problems with the portal, and Ferry responded the same day: "If the portal is still giving you trouble or you'd rather not use it, I'd be happy to assist directly."
For some reason, you did not respond to our message for two weeks and decided to send the package yourself; however, as you mentioned, you sent it to the wrong address. Although we did not receive the products back and found no errors in the process, I requested that the team fully refund you for this order.
I would like to thank you for your feedback, which helps us improve. We are actively working to ensure a better experience for all our customers.
Yours truly,
The Noosh team