Lauren
Avoid!
I really wish I hadn’t purchased from here! I ordered a Celine bag which took ages to be delivered. When it did arrive, it came in a questionable looking box (not branded) and there was a pen mark on the leather and the gold hardware looked dusty and dull like it had been used. I have been waiting 2 days now for a return label to be issued - this is further delaying my refund which as you can imagine for a Celine bag is not a small amount! The price was less than Celine website and 24S which did seem too good to be true and I wish I’d stuck to my gut instinct and not ordered from this site! Stick to reputable retailers for your luxury purchases. Edited to reply: As per my emails to your customer service team (which I have not had a reply to) - the quality assurance pictures sent by you only show the front of the bag and are blurry. The mark is on the side of the bag and I have sent you images of this and the dusty hardware. Unfortunately I can’t post these here but will be uploading on Google. You should not need to “resolve the return in my favour” as I have clearly received a faulty item. Very poor customer experience and I’ll be reaching out to my credit card company to get this resolved.
Response from LOZURI Inc.Feb 13, 2025
Dear Lauren, We’re sorry to hear that your experience hasn’t met your expectations, and we truly appreciate the opportunity to address your concerns. First and foremost, we take quality and authenticity extremely seriously. Every item undergoes a rigorous QA process before shipping, including detailed photographs to ensure it arrives in pristine condition. The Celine bag you received was sent in its original packaging, free of any defects, marks, or signs of use. That said, we understand that you are unhappy with your purchase, and we are actively working with our supplier to facilitate a return in your favor, even though this is still under review. Regarding your return request, we apologize for any delays in issuing your return label. We are processing this as quickly as possible and appreciate your patience. Our goal is always to provide a seamless experience, and we are committed to resolving this situation fairly. We kindly ask for the opportunity to complete the process before making a final judgment, and we appreciate your understanding as we work toward a resolution. Please don’t hesitate to reach out to our support team directly - we’re here to help. With love, LOZURI