Lovely product, unclear next day delivery
The item itself is absolutely beautiful and very well made. I’m really pleased with the jewellery.
Unfortunately, the delivery experience and customer service were disappointing. I paid £6.99 for “DPD – Parcel Next Day” delivery. At checkout, there was no clear mention of a 4pm cut-off time, “next working day” wording, or weekend exclusions, it simply stated “Next Day Delivery”.
I ordered on a Friday expecting delivery the following day or on Monday at the latest, but the item arrived on Tuesday. I contacted customer services and provided screenshots of exactly what was visible to me at checkout, however the delivery charge refund was refused, with responses relying on internal policy rather than addressing the lack of clarity shown to customers.
While the product itself is lovely, clearer delivery information at checkout and a more customer-focused response would have made this a much better experience.
Resposta da Clogau
Thank you for taking the time to leave your review and for your kind comments about the jewellery, we’re really pleased to hear you’re happy with the product itself.
We’re very sorry to hear that the delivery experience and subsequent contact with our Customer Services team did not meet your expectations. We appreciate you highlighting your concerns around the clarity of our next day delivery messaging at checkout, and we understand how this could have been frustrating, particularly when expectations around delivery times were not met.
Your feedback regarding the wording and visibility of delivery information is extremely valuable, and we will be sharing this with the relevant teams as we continue to review how this is presented to customers, to ensure it is as clear and transparent as possible.
We’re sorry again for the disappointment caused and thank you for bringing this to our attention.