Customer reviews of WonderCity

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.