Reply from JoyfolieOct 13, 2026
Hi Megan!
We would like to clarify the circumstances surrounding your experience, as our team made several efforts to assist you and accommodate your concerns, including going beyond our standard return policy.
The product page for the dress specifically states, “This style runs big. If you're between sizes, we recommend sizing down.” This information was provided to help customers select the most appropriate size before purchasing. We also provide garment measurements and sizing information on our product pages to help customers make informed decisions. We understand that fit can be subjective, but the information regarding this style's fit was disclosed before the order was placed.
Additionally, the dress was marked Final Sale, which means it is not eligible for a return under our standard policy, even if the tags remain attached. These terms are established to ensure consistency for all customers purchasing Final Sale merchandise.
That said, our Customer Care team did not simply stop at explaining the policy. We went beyond our standard terms and secured a one-time exception to allow you to return the item, even though it was not ordinarily eligible. This accommodation was offered specifically to help address your concerns and find a possible resolution.
We believe it is important to recognize the efforts our team made throughout this interaction. Our representatives worked with you on your requests, reviewed the applicable product information, explained the policy, and pursued an exception outside the usual return guidelines. While we cannot guarantee that every concern will result in the outcome a customer initially wants, we remain committed to exploring reasonable solutions whenever possible.
We respect your right to share your opinion about our products, and we take feedback regarding fit and quality seriously. However, we also believe the full context matters. In this case, the fit guidance was disclosed on the product page, the Final Sale restriction applied to the purchase, and our team still made an additional effort to accommodate your request beyond what our standard policy required.
