Annette C.

If I could rate Lolitain no stars, I would. My whole experience with Lolitain has been awful. First of all, I placed an order for this dress and while I got a confirmation email regarding the order I didn't receive any updates regarding it.

It had been two weeks so I decided to email the company to check on the status of my order. They said the factory is still making my dress and once the factory is done with it, then they'll ship it out... Okay? So the product they're selling on their site isn't readily available nor do they have inventory of it already to ship it to the customer? I brushed it off, and they did send me a shipping confirmation email regarding it being shipped to me.

Unfortunately, once I got the dress it didn't fit me and it was too small. I figured since the company had to get the dress made for me, they'd be better off if I returned the dress to them so they can sell the dress to a customer that fits that size, right?

Wrong. I checked their site regarding the returns process, and it's very confusing yet weirdly strict. On their site, they said in order to return item you need to take a photo:

"For standard size dresses, if there are any size problems, please take some photographs on the merchandise by laying it on the ground and place a tape ruler to measure out the problem. Customers shall submit the photographs to *******@lolitain.com and our customer service may have the designated personnel to deal with the dispute and a reply will be offered within 24 hours."

In addition to that: "Contact our Customer Service within 24 hours after your receiving the orders. Include a specific explanation and clear corresponding photographs documenting the reason for the return. Returns will not be accepted without prior approval from Customer Service."

This site is not customer service friendly nor is it returns friendly. I have never encountered a store where their return process limits requests within 24 hours of the order. I complied with their instructions and sent photos of the dress not even being able to go over my hips within 24 hours of receiving my order.

I got a response days later with the address I was supposed to return my dress to. I didn't realize it at the time, but they only provided me with the address and no shipping label. So I went to DHL to return it, and filled everything out only to find out that I had to pay for shipping to China myself and that alone cost almost $100. Almost as much as the dress itself.

Even the DHL service employee said it's fishy this retail company doesn't provide a customer with a return label and how the shipping is pretty much the same cost as the dress.

I showed the company my receipt and inquired as to why there was no shipping label provided with my return order. I asked if it was possible to receive shipping reimbursed along with my refund.

To which the company said they refuse to reimburse me for the shipping of my returned item. They said they do not provide shipping return labels. I inquired further and explained with a photo of my DHL receipt how it cost me $100 just to ship the dress back to them, but they responded in a rude email how they won't reimburse me until they receive my package, and how they don't provide shipping return labels.

The whole customer service experience Lolitain provides is not flexible nor are they professional. I wouldn't recommend this company to anyone, and if they keep this rate up of customer service I don't foresee them lasting long in the retail business. If you also happen to receive a product that doesn't fit, you're better off re-selling the item rather than going through their returns process.