Andostores Opiniões 

Resposta da Andostores

Actualizada a 13/09/2025

Dear Sophia,

Thank you for sharing your experience, and I’m really sorry for the confusion and the frustration surrounding your recent order.

I have looked back at your messages on Instagram and can see that you mentioned that you had emailed the artist, Yaya Studios, directly. We’re not sure if they had responded but sadly, we would not of seen this correspondence. However, I could see that my colleague at Ando replied to your message on our Ando Stores Instagram page and subsequently immediately looked into why our artist, Yaya Studios, did not send your print with the frame. It looks like this was human error at the studio and we are so sorry there was a mistake with the order details. This particular artist sends the print directly from her EU studio, and not our UK Warehouse, and so we certainly understand how disappointing it must have been to not receive the product as expected.
I’m glad to hear that you received a refund, but I sincerely apologise that the frame did not arrive. We’ve reached out again to the artist to ensure that this issue is fully resolved and will be looking into how we can avoid such errors moving forward.

We are so sad to hear of this frustrating situation and for your frustration - we always aim to offer products of the highest quality and to resolve issues as quickly as possible, please do email us at hello@andostores.com if we can help any further. We aim to respond to all emails within 1-2 working days.

Kind regards,
Ando Customer Team

Resposta da Andostores

Actualizada a 13/09/2025

Dear Tatiana,

Thank you for taking the time to share your thoughts — I'm really so sorry to hear that your recent experience with us has left you feeling disappointed and uncertain about the quality of our products. We’re really happy you like our branding and packaging but are, of course, sad that you felt there was a disconnect with the products you ordered.
As a multi-brand store, I’d like to reassure you that we take product quality and transparency very seriously. We stock pieces from trusted designers and brands based in countries all-around the world, often specialising in their craft, such as hand made knitwear from Belgium and Merino Wool from Italy. We stock many brands from Europe from countries such as Sweden, Denmark, Spain, Poland, Belgium and England, as well as some US brands and some from the Far East including Japan, and Korea. We stock a range of brands with different price points and each piece is carefully selected and sourced to ensure it meets our standards for both design and quality in reference to its price point.

We’re so sorry you felt the Korea Kids items you had purchased were not to the expected standard. These ones are part of our basics range. We have reviewed these products for fabric, thread count and packaging etc and will also be checking to see if there had been any issue with labelling on the items. Please be assured we will review this items fully following this feedback. We’d love to put this right, as while we’re so happy you noticed the care we put into our delivery, presentation and branding, we’re disappointed to hear that the product didn’t meet your expectations. We take this seriously and we would like to be able to go through this further, if you could please email us at hello@andostores.com to ensure your concerns are addressed, we'd love to put this right.
We genuinely appreciate your support of small businesses like ours, and your feedback helps us do better.

Kind regards,
Ando Customer Team

Resposta da Andostores

Actualizada a 13/09/2025

Thank you for your feedback, and I’m really so sorry to hear that you were disappointed with your recent purchase. We stock many brands and would like every customer to feel confident in the quality of our products, across all brands, and it’s clear that in this instance we’ve fallen short with a fault on the product. The issue you described with the buttonholes should absolutely not have passed quality check, and appears to be a fault from your description. This is not acceptable to us and of course we share your frustration in receiving a faulty product.
I'm also very sorry to hear you were asked to cover the return postage on a faulty item, ordinarily this should certainly not be the case on an item shown to be faulty or substandard, so we'd love to be able to put this right and also replace the item if we can pick up with this over email.

I cannot find your order number to know if this has subsequently been resolved or not, so please do email us at hello@andostores.com referencing Trustpilot so we can resolve this immediately and put this right.
We really appreciate your support for our small businesses and I’m truly sorry we let you down this time. Your feedback is invaluable and will help us improve going forward.

Kind regards,
Ando Customer Team

Resposta da Andostores

Actualizada a 13/09/2025

Dear Amelia,

Thank you for getting in touch, and I’m very sorry to hear about your experience. I completely understand how frustrating it must be to pay for next day delivery, only for the item to still be undelivered several days later—especially when it was intended as a gift for your goddaughter.

We aim to respond to all customer queries as promptly as possible and can see, in this case, we received an email in the evening (8pm) on the 15th September and replied the following morning on the 16th September at 10am. Generally our orders are sent from our UK warehouse and we send these the same working day. This particular order was for an art print which is printed to order with the artist, so sadly this does mean they can be a little longer to dispatch from the artist directly. I can see that my colleague refunded your shipping cost immediately and tried to solve the delay in dispatch with you, due to the artist not being able to cancel your order because printing had commenced.

We are so sorry for this and we hope you feel it was resolved in the end, and if not please email us at hello@andostores.com so we can discuss this further and see how we can make it right.

Kind regards,
Ando Customer Team