Customer reviews of WonderCity

Dear Nathalie,

We are sorry that the delay seemed too long to you. However, this was a pre-order, not an item advertised as immediately available.

As stated in your order confirmation: "These dates are only estimates with no guarantee, and are subject to logistical uncertainties."

In this case, the manufacturer has postponed the release of these items, which necessarily delays their delivery to all retailers. Unfortunately, we have no way to influence the manufacturer's production schedule.

This is an inherent risk of pre-orders: they allow you to reserve an item before its release, but in return, you must accept that the announced date may be advanced or postponed by the manufacturer.

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,

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,

Thank you for your order and for your message.

We understand your disappointment. However, as indicated by our customer service, for stock management and logistics reasons, it is not possible to validate in the same order items available immediately with items on pre-order, unless they arrive within a reasonable timeframe (30 days). This measure aims to avoid stock blockage for long periods.

That is why your cart could not be validated as is, and the discount was therefore not applied.