Audrena's exchange policy

[anyadance]

I recently purchased a costume from Audrena, it arrived and it didn't fit right at all. The bra was too big, the skirt didn't sit right on me and the colors washed me out :(

I called her to let her know that I would like to return the costume and have my money refunded. She informed me that she does NOT offer refunds- only exchanges (or having the costume made for you to your size).

This really confused me because it doesn't say that on her website and when I called to order I asked about returns (because I'm in Canada) and she said that they'll take it back. Yes, she also did say that they will make it for me again but if it doesn't fit right to begin with- I'm not all that convinced that it will work for me...you know?

However, in place of a FULL refund, I did apply some of the $ to a new liquid skirt set so i'm not asking for ALL of it back and I'm not trying to take her for a ride either. She offered me a credit but it's hard for me to hang onto a $400+ credit when I won't need anything for quite a while. I also asked for a partial refund- she said she'd think about it.

Did I just miss something about the return policy? Has anyone else dealt with this before? Any suggestions?

[latriamou]

i had a similar issue when a custom order came in the wrong size. i basically had to deal with it. it took 7mths for me to get the first one, the replacement came faster than the original. because it took so long, if the second one didn't fit she was going to give me a refund.
i have never had a problem with a custom order fitting before so i didnt think to ask when i ordered it. but i got the full run down from her when i called.

[anyadance]

thanks amartia...that helps :) it just makes me sick to my stomache to possibly have to eat the cost of it (until of course, i need a new costume)

[Zana]

Anya, was this a custom order?

If it was off the rack, something she had in stock already, I can't imagine how she could refuse to give you a refund if you returned it within a reasonable period of time. At Dahlal you get 15 days unless the item was on clearance.

I have not been able to find a return policy or even a page titled "customer service" on Audrena's website. (In fact, I've always had a hard time finding anything on Audrena's website -- the photos are beautiful, but it's maddening to navigate.) I think you should be able to argue it, honestly -- unless it was a custom order, that seems really unreasonable.

[annwyn]

you could always try selling the costume here on bhuz.....

[shahla]

I just ordered a custom costume from Audrena last week and when we talked on the phone, she was very clear about her return policy. She said if my custom costume didn't fit, they'd remake it if necessary, but if I chose to just return it, I would only get a merchandise credit, not a refund. My thought was if it didn't fit, I'd just sell it here or on Ebay and try another costume.

I agree with Annwyn, you should try to sell it here on Bhuz. It may be just right for someone.

[anyadance]

Thanks ladies!

It wasn't custom made and when I called to place my order she DID NOT say "We don't do refunds only store credit."

I asked about this because being from Canada can change return policies (not international returns.) I originally was going to order 2 costumes and asked: if one doesn't work, can I send it back? The answer was YES. This is why I didn't understand the return issue.

I did post it in the Swap Meet but no biters...however, there are 3 local dancers that are in line to try it on here (thank goodness).

[jewels1]

I agree with Annwyn. Try to sell it or send back for credit.

On a personal note:
I have placed many orders with Audrena's in the last several years. She has always given me great personal customer service.
For custom orders I think it is standard policy to give store credit only, and that is just about everywhere costumes are sold.

I have purchased many different types of costume for the dance studio recitals (Jazz, ballet, modern, tap) and by the time they come we would have to make do if something is wrong as the time crunch does not allow for re-orders.
We are always taking a risk in getting the size to match when a foreign country (that is using the metric system and different sizing) is making the item.

I recently ordered a pair of dance pants from Sharifwear in a size large. They came in looking like a size XXS. When I asked them why the big size difference, they told me that they accidently sent me the Asian Large!

That was new to me, but makes sense. Who knew?

Jewels