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Mixed feelings about Returns

I ordered a pair of heels that looked gorgeous online, but when they arrived the fit was off and the heel felt unstable. Tried to return them but the process was kinda confusing, took me a few emails to figure out the right steps. They finally accepted the return but it took almost three weeks to get my refund back. I wish the site had clearer info on returns and maybe faster processing times. Other than that, the packaging was lovely and the shoes themselves were clearly high quality.