chateauorlando.com Reviews 2

A true nightmare

I must say I fell in love with the store and its designs until I decided to purchase their clothes. I live in the UK and believe that the store shipped items from the UK, as prices are shown in British pounds on the website, they posted on social media about having a store in London. Upon checkout, I was charged £37 in shipping fees for 2 shirts, an extorsion compared to other brands. Despite the outrageous amount, after 11 days, the product still hadn't arrived.
To make matters worse, after waiting that long, I was notified that I would have to pay £57 in import taxes, which was wildly disappointing. I would like to know how the store expects customers to even return items that don't fit if they have to go through this process. Every other store managed to make this simpler by incorporating VAT taxes into their fees after Brexit or by informing the customer in a clear way that this could happen. After reaching out to the store, they claim that this is stated in their terms and conditions, and that there are pop-up notes before checkout - none of which were visible to me. They are very nice, but offer nothing apart from kind words and apologies. I appreciate this is a small store, but the lack of visible information in the booking process is what led me to lose a lot of money. Please consider this before purchasing items at this store if you live outside of the EU.

Think twice before ordering from this store. I bought for £272, item was never delivered but instead of them taking this up with UPS, after 3 months of requests they refunded me £185!!?? That’s a loss of £87. They “ship” from Italy (but clearly no “shipping” involved - rather LearJet? Concorde? Teleportation?) They have all kinds of excuses about currency fluctuations etc. but are clearly not able to deal with post-Brexit issues that other retailers who ship from Europe have long sorted out…. Real pity because the designs are great but the logistics are a mess. Avoid!