Customer reviews of WonderCity

Dear Luca,

Thank you for your feedback. However, we must correct several points.

Contrary to what you indicate, our operation has not changed: at CadeauCity, the rule has always been "1 order = 1 package." An order containing available items and pre-orders is therefore shipped when the entire order is available.

This rule, like the shipping conditions and the thresholds for free shipping, is clearly stated in our General Terms and Conditions of Sale, which every customer is invited to read and must accept when placing their order. Therefore, it is neither a new rule nor a condition discovered after the purchase.

It may happen that we proceed with several shipments when the value of the concerned items allows each to reach the threshold for free delivery. This probably explains the separate shipments you benefited from in the past. This does not mean that we can systematically split an order into several packages for free.

In your case, you wanted to reserve several items with different availability dates, while receiving each as soon as it arrives. This requires multiple orders, and when their amounts do not individually reach the free shipping threshold, the corresponding delivery fees apply.

It is also inaccurate to claim that "no solution" was proposed to you. Our customer service took the time to study your situation and proposed several possibilities: delivery to a relay point, free from €60, grouping items with close dates, or using your loyalty credit. We understand that these solutions may not have suited you, but they were indeed researched and proposed.

As for the "feeling of contempt," we sincerely regret it. On the contrary, we dedicated several exchanges to your request, trying to explain our operation and look for possible solutions.

We understand that you would have preferred us to cover the additional shipments. However, not complying with this request does not mean despising a loyal customer or favoring "low-cost logistics": each additional shipment has a real cost, and the same rules, known and accepted at the time of the order, apply to all our customers.

We still hope to have the opportunity to fully satisfy you on your next order and to count you among our loyal customers for a long time.

We are sorry that you are presenting your experience in these terms today, because we believe it is important to clarify some elements.

Upon receiving the return, we found that the return instructions that had been communicated to you were not followed: in particular, a significant amount of adhesive tape had been applied directly to the original packaging of the figurine and to the protective polystyrene elements. The original packaging was therefore returned to us heavily damaged. For this type of collectible item, the packaging is an integral part of the product and its condition no longer allowed us to proceed with a standard replacement under normal conditions.

You indicated to us that the packaging had already been damaged during the initial delivery. We therefore requested photographs of the external shipping box necessary to ascertain the circumstances of the damage and file a claim with the carrier. Unfortunately, you informed us that you no longer had such photographs.

At that point, you yourself explained to us that your daughter was mainly interested in receiving the figurine and that the packaging was not important, expressly asking us if it was possible to send her a new figurine using the damaged packaging.

We accepted your proposal and confirmed in writing that we would proceed exactly in this way. The new figurine was then sent using the returned packaging, in accordance with the solution you yourself proposed and accepted.

We are naturally sorry that the first figurine arrived damaged and we fully understand the disappointment that this inconvenience may have caused. However, we believe it is important to clarify that sending the new figurine in the previous packaging was not a decision made unilaterally by our service: it was the solution that you yourself expressly requested to resolve the situation.

We are therefore sorry that your review today suggests the opposite.

We are sorry for your disappointment, but we would like to clarify some important elements.

The item was purchased on pre-order. The availability dates indicated for pre-order products are those estimated by the manufacturer and, as we clearly specify at the time of order and on the cart page, these are purely indicative dates, with no guarantee and subject to logistical uncertainties.

Your order was therefore neither forgotten nor was the item available without being shipped: simply, the product had not yet arrived at our warehouse.

You subsequently chose to cancel the pre-order before the goods arrived. When the product actually arrived and became available in stock, you placed a new order.

The higher price of the second purchase is explained in the same way: the special price you initially benefited from was reserved for pre-orders. Once the pre-order was canceled and the product already available in stock was purchased, that promotional rate was no longer applicable.

We understand that waiting for a product can be frustrating, but in this case, both the delay compared to the estimated date and the price difference following the cancellation of the pre-order do not stem from an error in managing your order.

Hello Mathilde

We are sincerely sorry for this inconvenience!

You can make your return request online from your customer area.

It will only take you a few moments. At the end of your request, you will be able to download your prepaid return label and send the item back to us. As soon as we receive your package, we will proceed with the exchange or refund of the item according to your wish and the available stock.

We remain at your complete disposal for any further information.

Hello,

We sincerely regret that you received your figure with a broken piece.

However, we are surprised to discover this problem through your review, as we have not received any request for assistance or return from you.

In case of receiving a damaged item, our customer service is available to offer a quick solution, whether through an exchange, sending a replacement part when possible, or any other suitable solution. Additionally, the request can be made in just a few clicks from the customer area.

Having not been informed of the problem, unfortunately, we have not had the opportunity to intervene or assist you.

If the issue is still pending, we invite you to contact us so that we can review your case and seek a satisfactory solution.

​Hello Pierrick,

Thank you for your feedback.

After checking, your order was indeed shipped on the same day and was quickly taken over by the carrier who delivered it within a period of 3 working days.

Once the package is handed over to the carrier, the delivery times can sometimes be adjusted by their services for logistical reasons, without us being systematically informed in advance.

We completely understand your disappointment, especially in the context of a birthday, and we are sincerely sorry for this inconvenience.

Hello,

We sincerely apologize for the difficulties you have experienced with the delivery of your order.

Following your notice, we immediately opened an investigation with GLS to try to locate the package, which was marked as delivered at the pickup point but could not be found.

Unfortunately, despite the efforts made, the package could not be recovered. In order to definitively resolve the issue, we proceeded to send a new unit of your item on June 1, 2026, which was correctly delivered on June 3, 2026.

We completely understand your disappointment, especially considering that it was a gift for Mother's Day. We sincerely regret this incident, which was beyond our control, but we are glad to have been able to offer you a solution and confirm that you finally received your order.

We thank you for your patience and trust.

Hello,
we are very sorry for this experience. Unfortunately, the delivery could not take place due to an incomplete address, and the package was returned to us.

As per your request, we have initiated a full refund of your order.

If you have any further questions, we are always at your disposal.

Best regards,
Customer Service

Good morning Anna,

The order placed on 01/08/2025 included two pre-order items, with an estimated delivery by the end of December.

As soon as the items were received in the warehouse, the order was shipped on 29/12/2025 and delivered on 02/01/2026.

To date, this order has not resulted in any complaints or returns from you.

Could it be a confusion with another shopping experience at another company?

We remain at your disposal for any verification, if necessary.

Good morning Lucia,

thank you for your feedback. We are sorry to hear that the product arrived damaged and we understand how disappointing this can be, especially since it was a gift.

We invite you to submit a return request directly from your customer area: it only takes a few clicks. Once we receive the item, we can proceed, at your choice, with an exchange or a refund.

We remain at your complete disposal for any needs.

Best regards,
The CittadelRegalo team

Dear Customer,
your package was personally delivered on August 29 at 13:26. We have the delivery receipt with signature. Could you please check this and contact our customer service if necessary?

Update from 25/09: our customer service sent you the proof of delivery on 11/09, after your message, but has not received a response from you since then. We therefore assume that you have indeed received this package. Please do not hesitate to contact us again if that is not the case.

Dear Maria,
We are very sorry about what happened and, after reading your comment, we are writing to you directly to better understand the situation and offer you a solution. However, we have not received a response from you.

We remain at your disposal at any time to resolve this and ensure that you always receive your orders in perfect condition.

Dear Carmen,

Thank you for your order. The carrier (GLS) has confirmed to us that the package was delivered with a signature on 30/06.

We want to remind you that you can contact us at any time through your customer area on our website.

Is it possible that you confused our company with another one that did not deliver your order?

Dear Marnix,

Thank you very much for your feedback. We are sorry to hear that you experienced the waiting time as long and frustrating.
We would like to provide you with some additional explanation to clear up any possible misunderstanding.

This was a pre-order, with an estimated delivery period between April 17 and May 8.
The item actually arrived at our location on May 2, within the expected timeframe.
As is customary with pre-orders, we contacted you by email to confirm the shipment.

Since we did not receive a response, we kindly reminded you several times on 10/05, 17/05, 25/05, 05/06, and 16/06.
You eventually confirmed on June 18 that we could ship, after which the package was sent immediately and delivered on June 23.

We would like to reassure you:

The announced delivery time was adhered to,

And we have been particularly diligent by following up with you multiple times to ship your order as quickly as possible.

Please do not hesitate to contact us if you have any further questions.

We apologize for the inconvenience caused. Our team has contacted you to clarify the situation and take the necessary measures with the delivery agency to ensure it does not happen again.

Dear Customer, First of all, we would like to assure you that the products we sell are brand new and genuine. We are very sorry if the condition of the box and the product does not meet your expectations. We invite you to request a return online from your customer area. We will be happy to assist you if necessary.

Dear Customer, We are very sorry for this inconvenience. If you have not already done so, we invite you to submit a return request online via your customer area. We will of course recover the broken item and exchange it for you, or refund your money if you prefer. Don't hesitate to contact our customer service team, who will be happy to help you with any further questions you may have.

Dear customer, We are very sorry for your negative experience. However, we would like to remind you that you ordered items that were not available and whose estimated delivery time is several weeks. To avoid any misunderstanding, we would like to emphasize that this delivery time was clearly communicated to you both during your order and in the order confirmation email. You were informed that this delivery date was merely an estimate based on the information provided by the supplier and in no way constitutes a guarantee. Your request to cancel has already been processed and our accounting department will make the transfer to the IBAN you provided yesterday. For your information, the expected item should be back in stock by the end of the week. Do not hesitate to place a new order - we look forward to finally sending you your package.

Dear Customer, We are sorry for the inconvenience and hope that the item sent in exchange brings you complete satisfaction. Please do not hesitate to contact us.

Dear Maria Luisa Please be advised that the package shipped on December 10 is still in transit. Due to the high volume of shipments in the Rome region, the GLS network is experiencing higher than normal delivery times. We apologize for this inconvenience. However, the package should be delivered shortly and, in any case, will arrive before Christmas. Please feel free to contact us again if the situation does not change in the next few days. [EDIT : Your package was delivered on December 17].

Dear Customer, We are sorry that despite all precautions taken, the item arrived damaged. Of course, you can return it free of charge for an exchange or refund with a simple click from your customer space. Please feel free to contact our customer service department, who will be happy to help you.

Dear Customer, We sincerely regret that your experience did not meet your expectations. Customer satisfaction is our top priority. However, after 7 months of use, it is unfortunately not possible for us to accept an exchange of your bag under the pretext that it could be a manufacturing defect. Our customer service has handled your complaint with great professionalism and responded quickly and accurately to your numerous comments. Your account will of course remain active and you will be able to place further orders if you wish. We look forward to providing you with complete satisfaction in the future.

Dear Luc, We would like to assure you that the items we sell are brand new and genuine. Despite all our precautions, damage can unfortunately occur during transport and we are sincerely sorry if this is the case with your parcel. Our customer support team has contacted you and is awaiting photos of the box in order to deal with your complaint. We will of course find a suitable solution for you.

Dear Fleur, The courier made 3 delivery attempts to your address on June 25, 26 and 27 and noted that you were absent each time. Our customer service team has just contacted you by email to assist you. Don't worry, we are by your side until you receive your package.

Dear customer, first of all, we would like to thank you for your loyalty and this new order. We sincerely apologize for this inconvenience. Indeed, your package left our warehouse on Friday, May 10 to be delivered to you. It seems that a delivery attempt took place on Monday, May 13 but the company being closed, the deliveryman could not deposit your package. On the tracking of the package, it is indicated a postponement of delivery Tuesday, May 14, postponement of delivery also on Thursday, May 16. The package was finally shipped back to our warehouse. As indicated in our exchanges, we will send you a new package tomorrow with another carrier. Wishing you a good receipt.

Dear customer, we understand your frustration due to the waiting time caused by your bank transfer. Due to the holidays and the weekend, the processing by the banks took longer than usual. You have insisted that we ship the package based on a screenshot only, but you will, I hope, understand that we cannot reasonably ship any goods until we have actually received the funds. As mentioned in our conversations, we recommend that you prefer to pay by credit card or PayPal as these are confirmed immediately. We regret this initial experience and hope that you will still give us the opportunity to prove the quality of our service to you in the future.

Dear customer, we are sincerely sorry for this inconvenience. In fact, the manufacturer had originally planned a version of the plush with drooping ears and had forwarded visuals that correspond to this version. On the final product, the ears are oriented upward. We thank you for bringing this to our attention and have updated the visuals on the website. Of course, you can return the item to us free of charge and receive a refund if you wish.

Dear Customer, We're sorry to hear that despite all the precautions we took, the figurine arrived damaged. We therefore understand your disappointment. You can, of course, request an exchange or a refund in just a few clicks from your customer area. We will pay the shipping costs. Please do not hesitate to contact our customer service team, who will do their utmost to ensure that your experience remains satisfactory despite this inconvenience.

Dear William, We confirm what our customer service has reported, which is that the transfer was made on 29/12, right after your return was processed by our team, so you will receive it in your account this week. The usual bank times for a European transfer are 3 to 5 days, taking into account the public holiday on Monday. Our customer support will contact you again in a few days to verify that you have received the transfer. We thank you for your patience.

Dear Customer, We are very sorry for the inconvenience. Your first parcel was delivered against the signature of a person on your behalf. Your complaint has triggered an investigation which is currently underway with the delivery agency. Our customer service department, which is following this matter with attention and determination, will be sure to get back to you in the next few days. We would like to thank you for your patience, as delays may be a little longer than usual due to the time of year.

Dear Customer, We are very sorry to hear that, despite all the precautions taken, the item arrived damaged. We therefore understand your disappointment. You can, of course, request an exchange or refund from your customer area in just a few clicks, and we will pay the shipping costs. Please do not hesitate to contact our customer service team, who will do their utmost to ensure that your experience remains satisfactory despite this inconvenience.

Dear Customer, We're sorry to hear that despite all the precautions we took, the items arrived damaged. We therefore understand your disappointment. You can, of course, request an exchange or refund from your customer area in just a few clicks, and we will pay the shipping costs. Please do not hesitate to contact our customer service team, who will do their utmost to ensure that your experience remains satisfactory despite this inconvenience.

Dear Customer, Your parcel was dispatched the same day and delivered the following day. You disputed the delivery, which triggered an investigation by Chronopost. This investigation revealed that the delivery was compliant and the parcel was delivered according to your own instructions. Despite this, we took responsibility for the loss and sent you a new parcel, using another carrier (GLS) who certified that they had delivered the parcel to you. However, you have again disputed the delivery. As a result, investigations are continuing with the carriers and their respective local agencies. We are well aware of the inconvenience caused, but are counting on your patience and understanding given the exceptional nature of this case, which we are continuing to follow with the utmost attention. We will get back to you as soon as the situation evolves.

Dear customer, We are sincerely sorry for the mishap you experienced with your purchase in our online store. I understand your frustration and want to assure you that your case is of great importance to us. I would like to inform you that we have processed your return request and sent you an e-mail with all the necessary instructions on Sunday, December 3 at 7:00 pm. This e-mail included a link to schedule a free pickup of the defective merchandise. However, it appears that you have not yet clicked on this link to complete the process. I kindly encourage you to check your inbox, including your spam folder, to find the e-mail we sent you and follow the instructions provided to schedule the pickup. If you encounter any difficulties or need further assistance, please do not hesitate to contact our customer service department. We are here to help you and make sure your experience with us is a positive one.

Dear Customer We are very sorry for any inconvenience. However, after verification, your parcel was dispatched on Friday 24/11 and delivered on Monday 27/11 in accordance with our estimated delivery time. We are therefore quite surprised by your comment about a delay. Does it relate to your experience of purchasing from our company?