Connie
Weird Sizing and Very Hard to Return
I won't order from them again. I ordered a rain coat in my regular size (XL). It arrived quickly - within 3 days. I can't stand anything tight. I purposely buy oversized clothes. But, this coat was really, really big. The shoulders seams were nearly to my elbows. The sleeves hung off my hands by several inches. When I raised my arms, the chest area was ridiculously wide. I could have fit another half of me in it. I went by the sizing chart on the Saphirose website, too. I simply took the coat off and folded it back into the bag it arrived in as neatly as I could and as close to how it arrived as I could. The real problem started when I tried to contact Saphirose to return the item. Beware of the company's very strict return policies. I bought the coat off the Shop app. Nobody would answer the Saphirose phone number - once I finally found it. I finally resorted to sending an email to the company. I found a place that said the only way to return an item is to send an email. It took some time, but I did get a reply. It was a difficult process to return the item, and it cost me to return it. There is a specific way you need to structure a return request, so be sure you explain everything about how you ordered the item(s), the item name, the order number, the size, the quantity, the color, and the reason for a return. Attach your original invoice. Then wait. I went back and forth over the course of 3 it 4 days trying to return the coat. My formal request had to go out for approval. I had to pay $8 for a return shipping label before they would let me print the label. On top of that, the package had to be hand delivered to a FedEx business - not dropped in a box. That meant that I had to drive to another city as our town only has drop boxes. I have not heard back yet if my refund has been granted as they have to inspect the item before I get a credit. This is way to complicated. If you want a rain jacket, there is a much simpler way to get one at a better price or about the same. I will say that I liked how it was made, but it would fit a cow. I also did not love the material, but I ordered a rainproof coat, so I expect that is what the material should be. I am not that big. I can't go through that and feel like I am being treated like a criminal or something. I felt like I was being judged as a liar or something worse. I have to say that I don't remember feeling so distrusted by an online retailer until this experience. It is not for me. I will go through Amazon, which also sells this company's products, but only order if there is a return policy through Amazon.
Response from SaphiRoseJun 16, 2026
Dear Customer, Thank you for taking the time to share your detailed feedback. We sincerely regret that your return experience with us was frustrating and left you feeling distrusted. Please kindly understand that our return procedures are established to ensure consistency, accuracy, and fairness for all parties involved. These requirements are not intended to inconvenience or question our customers, but rather to facilitate a smooth and orderly handling of returns. When you contacted us, we made every effort to explain the necessary steps clearly, and we apologise if our communications seemed overly rigid. We also acknowledge your concern regarding the FedEx drop‑off location. We wish to point out that we work with multiple shipping carriers for return shipments. Had we been made aware that FedEx was inconvenient for you, we would have gladly offered an alternative, such as USPS or UPS. We regret that this option was not proactively suggested and apologise for any additional burden this may have caused. We value your candid comments and will take them into serious consideration as we continue to refine our policies and customer service. Thank you for your understanding. Yours sincerely,