I placed the order on 11/23, when I try to return, I could not able to find return label in my package, I send request to CS accordingly. Reply from CS is uncertain with all kind of excuses for non-returnable, I checked every product page, it clearly mentioned "free return" next to product, CS claimed flammable product/transport restriction so it cant be returned etc, but how to define? It never mentioned on product page nor the order page nor FAQ return page, how can customer tell if the product they bought is flammable or not? Also, if there is dangerous to transport, how comes it could deliver to me at first? Then I question this to CS and no reply all silence…up to now nothing get fixed. I have been buying for years and I am a loyal customer who loves 24S for their product and services. This is very disappointed. Policy is not clear and confusing, If product is not returnable it should be stated clearly at first, instead of using non-sense excuse, wasting everyone's time and money. Think 1000 times before placing your order, 30 days free return is a lie, they made your cream like a bomb, cannot be transported! Make sure you don't need to return before you place order, otherwise you will be like me, being stuck now. Products used:skincare Service Value Shipping Quality loadjsReady({ event: 'app', checker: function() { return typeof app === "undefined" || typeof app.urlPhoto === "undefined"; }, callback: function() { app.urlPhoto(); } }) Date of experience: November 23, 2024I have always had a positive experience shopping at 24S until my last order. I kept two of the items in the order and returned the other two. Only a couple of days later, I had second thoughts and realized that I actually wanted to return a third item from the order, so I contacted 24S customer service to ask for a new return label. The customer service agent said this was not possible as 24S only offers one return label per order for "fairness". She said I could return the package at my own expense, but if I somehow did not fill out the paperwork correctly and 24S was required to pay taxes upon receipt, the package would be returned to me. I responded that I was willing to cover the cost of the return shipping, but could she please set up a return for me with DHL to ensure all of the paperwork was filled out correctly and the return would be successful. She said no, she could not do that. I wrote an extensive e-mail citing their own return policy "free returns within 30 days" and asking to speak to her supervisor, and I received a reply saying my message would be reviewed by the relevant department and I would hear back from 24S soon. I did not hear back from 24S for a week after that, so I contacted them again asking about the status of my request, and what I got was a terse reply from the same customer service agent from the beginning (Juliana), giving me the same answer she had given me from that start: that 24S would not send me a new return label, and they would also not help me to set up a return at my own cost. I asked one last time to be referred to her supervisor, but I never received a reply after that. Clearly, good customer service is not a priority for 24S. Shops of less stature than 24S treat their customers with more regard and helpfulness than this. Now I am left with an expensive product that I do not want and cannot return. Very disappointed. Service Value Shipping Returns Quality Date of experience: December 4, 2024Very difficult to do returns from the US and you have to create a EIN number and provide a printed copy of the front and back of your social security card. Very bizarre. Even the mailing office I went to cautioned me and said they had never seen this necessary for international shipments. I think it has to do with mostly companies ship DHL that already have all their personal info in a DHL account but we as customers are having to provide printed copies of all this on our returns. Much easier to be stolen. Its not worth the risk. I decided to not do the return and will try to sell my purse on ebay instead. Hard lessons were learned with this experience. The frustration part is none if this is explained on their return policy on the 24s website. Products used:Celine purse Date of experience: December 19, 2023I ordered a pair of boots, they arrived but I couldn't put them on my feet as they were too small. I sent them back that day and ordered the next size up. I received an email a week later to say they would not refund me as I damaged the soles whilst trying them on. This is impossible as I didn't put them on my feet! This is a scam and from reading other reviews this has happened to other people. Do not buy shoes from this company! They steal your money! Products used:Boots Service Value Shipping Returns Quality Date of experience: September 2, 2023Rip-off! I strongly advise against ordering from S24! I think the way the company operates has criminal overtones! I ordered shoes from Valentino. Unfortunately, they didn't match my wedding dress. I LEDIGLICH tried these shoes on once in the living room - I didn't walk in them! There is a white sticker on the sole to protect it. The shoes have no signs of wear! The only thing you can see on the white sticker is that you have stood in it once - which everyone does who tries on a shoe. The company is now refusing to take the shoe back and has threatened to withhold it if I don't provide a return address. So now I am forced to buy a 1000,- Euro shoe that I don't want and that doesn't have a TRADEMARK! Unbelievable and I will definitely take this case to my lawyer! As you see in my photos the original shoe is brand new without ANY scratches! Service Value Shipping Returns Quality Date of experience: February 26, 2024Purchased an item online, which arrived promptly and had no issues from this end. When the item arrived I did not like it and was not happy with the packaging as aware this is not the standard packaging for this brand (shoes purchased that were not in standard branded shoe box) Returned the item via the 24s appointed courier (DHL) and received confirmation that the item has been received by 24S. A couple of days later receive an email saying my parcel was empty and I would need to complete a signed statement within 7 days otherwise they would close my file. This was done and I am now being told they cannot do anything and I need to file a police report. I am now £700 out of pocket due to using a courier that I had no control over and somewhere along the line my parcel being stolen. I shall never be using the company again due the bad experience and the way that it is being resolved and would advise others to avoid also. Service Value Shipping Returns Quality Date of experience: June 14, 2023BUYERS BEWARE: This company tried to scam me. I ordered a pair of boots. I received them at 11:30 a.m., tried on 1 boot and they were too big. I placed everything back in the box and IMMEDIATELY took box to FEDEX to return. It started tracking within 3 hours of me signing for the package. 24S received the package and is now attempting to send it back to me stating it did not meet their return policy. Luckily I had charged it to my AMEX and they are helping me out. But you should be fair warned that if you buy from this company you may be forced to keep an item even if you return within hours. Tip for consumers:BUYERS BEWARE: This company tried to scam me. I ordered a pair of boots. I received them at 11:30 a.m., tried on 1 boot and they were too big. I placed everything back in the box and IMMEDIATELY took box to FEDEX to return. It started tracking within 3 hours of me signing for the package. 24S received the package and is now attempting to send it back to me stating it did not meet their return policy. Luckily I had charged it to my AMEX and they are helping me out. But you should be fair warned t Products used:BUYERS BEWARE: This company tried to scam me. I ordered a pair of boots. I received them at 11:30 a.m., tried on 1 boot and they were too big. I placed everything back in the box and IMMEDIATELY took box to FEDEX to return. It started tracking within 3 hours of me signing for the package. 24S received the package and is now attempting to send it back to me stating it did not meet their return policy. Luckily I had charged it to my AMEX and they are helping me out. But you should be fair warned that if you buy from this company you may be forced to keep an item even if you return within hours. Service Value Shipping Returns Quality Date of experience: January 8, 2023Do NOT buy anything from this company. I ordered a pair of Valentino mules. I tried them on, on my (carpeted!) walk in closet after receiving them. (I was on vacation so they sat for 2 weeks upon arrival.) They were a little too small, so I did a live chat with customer service. He advised me that I had 10 days left to return them, as long as they hadn't been worn….I PROMISE you, they hadn't been worn. I sent the shoes back the next day. I received an email a few days later stating they had marks on the soles. Since I read reviews about how horrible their customer service is, and how they are unwilling to accept any returns, I took pictures of the shoes before sending them back. I responded with the pictures showing how the shoes were unworn, had all of the packaging, the stickers on the bottoms of the shoes etc. They said they would review the shoes again and get back to me. It then took them another 5 days to respond to tell me that I only had a picture of the right shoe, and the mark was on the left. Sooo I guess they think I wore one shoe around and not the other one! They also asked why I waited 3 weeks to return the shoes. Most stores (including 24S!…or at least they claim) have a 30 day return policy. I cannot make this up. This company is fraudulent. There is NO WAY there was a single scuff mark on either shoe, because I swear on everything I never wore them outside of my home. Needless to say, I regret ordering from here. They were offering 10% off…but trust me. Pay full price and order from a reputable, honest company. It is not 24S. I am in total disbelief about this situation. Service Value Shipping Returns Quality Date of experience: February 19, 2023Very good experience, delivery was fast (2 days to London) and really loved the packaging. Will definitely order more! Service Value Shipping Quality Date of experience: June 9, 2023