Terrible exchange process.

Terrible exchange experience.

All I wanted to do was exchange an item from an L to an XL, but the process was unnecessarily complicated and frustrating.

I couldn’t find a return or exchange option on the website, so I had to manually log a query. After that, I received an email telling me to purchase a return coupon. Once I did that, there was again no further communication, and I had to follow up myself to find out what the next steps were.

Then I was asked to send my physical address for collection, followed by another email asking me to confirm which item I wanted to exchange and what I wanted in return. On top of that, I had to find access to a printer just to print the Aramex shipping details.

This entire process required multiple follow-ups from my side and far more effort than should be necessary for a simple size exchange.

Overall, this was a very poor customer experience. A basic exchange should be quick and straightforward, not this complicated. Please improve the process — it definitely makes me think twice about ordering again in the future.