Jupiduu - Designed for Kids

Thank you for your feedback. We are sorry to hear that you were dissatisfied with the handling of your order. Unfortunately, there was a technical issue on the Orderchamp platform affecting your order. When several products with different delivery times were ordered together, only the delivery time of the first item was displayed in the shopping cart. This may have created an incorrect impression regarding the expected delivery date. However, we communicated the delivery times and delays known to us as transparently as possible. The cancellation and refund process for orders placed through Orderchamp is also handled by the platform rather than directly by us. We processed the cancellation accordingly, but we have no direct influence over when Orderchamp completes the refund. For this reason, we find it unfortunate that the outstanding reimbursement is being attributed entirely to our customer service. After carefully reviewing our email correspondence, we have been unable to confirm your statement that an internal email was forwarded to you in which it was discussed how to “keep you happy.” We could not find any such email or wording. This type of language does not reflect either the way we communicate with our customers or our internal standards. We always take legitimate concerns and customer dissatisfaction seriously and strive to communicate in a transparent and solution-oriented manner. At the same time, we would like to clarify that both the incorrect display of the delivery time and the processing of the refund were handled through Orderchamp.