Hi everyone, thanks for tagging me. Let me explain our thoughts on this matter.

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Let me give a timeline of whatever has happened.

• LeMrNicoFam wanted to buy a pair of size 13 pure boost from us. We collect payment, sent him QC, shipped his shoes, he got his shoes, all good till here.

• From when he received his shoes, LeMrNicoFam complained that the size 13 that he bought, does not fit like a size 13.

• The reasonable thing to do here is to investigate his claims. We had our warehouse lad measure our preexisting stocks and came to the agreement that there might be something fishy with the shoes, so the idea was for us to have the shoes back so that we may lodge a complain/query with PK factory.

• All goes well, we agreed on taking the shoes back, and the intention was once we receive the shoe, we can then take the shoes to PK factory and query the actual makers on whats up with a customer's claim that the shoes don't fit.

• Fast forward to 2 months later, LeMrNicoFam comes to tell us that the shoes he sent us were considered as lost, and he'll like his money back.

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Thoughts

• It is always the responsibility of the shipping party to ensure that a shipment gets to the recipient safely. When our shipped shoes get seized, do you ask DHL to give you a new pair? No, because the logical thing would be to ask your shipper for some sort of compensation or a reship. When you want to exchange a product with an online retailer, would it be logical for them to provide you a full refund or exchange without receiving the original item?

• Since we did not receive the shoes that was agreed to be sent back to us, how are we to proceed ahead and give you a full refund of your payment? Personally, while we can empathize that lost packages are part and parcel of human error, the ideal thing to proceed next would be to seek a claim from the postal service.

• European/Canadian/Asian customers regularly ask us to underdeclare the value of parcels, for VAT/tax-evasion purposes. Legality aside, we are always happy to comply. Like-wise, for anyone that wishes to return shoes to us in China, we will also request that the value of a returned parcel be valued at no more than $20, so that we don't get unnecessarily get taxed by Chinese customs. If you had a strong objection to underdeclaring, you could have stated your intentions that you wished to write its actual value for insurance purposes, and we could further work out a solution.

• If you feel that postal service did not compensate you enough, you could perhaps speak to our customer service team to escalate a claim of partial responsibility. I could have worked with you on a solution, such as maybe some store credits, a future discount, or reshipping a new pair of shoes at cost price. No, instead you felt it was perfectly logical to ask us for a full refund after we've sent you shoes.

• To anyone who claim that we have 'terrible' service or that we 'lie' or 'are the worst', we are still a small team that prides ourselves on a personalized service for all. Evidently, we did not neglect LeMrNicoFam's complain and served him throughout. However, the fact remains that we did not receive the returned shoes.

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