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Light In The Box

Light In The Box review: terrible return/refund policy 56

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9:08 am EDT
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I did not read the fine lines in the return policy...lesson learned. Be warned that if you order a pair of shoes or clothing item in your size, but it doesn't fit well or you aren't satisfied with the quality, they do not accept refunds. Here is their return policy from the website:

Dresses or clothing that does not fit properly but fit the specifications you ordered cannot be returned or exchanged. As our dresses and clothing is made with additional fabric in the seams, you can make minor adjustments at a local tailor, at your own cost. Please note: if your order specifications differ too greatly from the final sizing request, resizing may not be possible.

I bought 2 pairs of white heels to go with my wedding dress, hoping at least one would fit. I am either a European shoe size 38 or 39, depending on the brand. The 2 pairs of shoes arrived (and they are beautiful, well-made shoes). Unfortunately, both were too big (one pair was so wide, it looks like it was custom made for a woman with huge, 4-inch wide feet). I decided to return both pairs and try my luck in the stores here in town. When I requested a return authorization number, they refused, but said if they shipped the wrong size I could send photos of my feet and the shoes to prove they made a mistake in the production of the shoes. So now I have $140 worth of shoes I cannot wear. Do not buy anything from this website!

Mar 28, 2012 3:37 am EDT
Light In The Box customer support contacts
Address

Beijing, CN

File a complaint Write a review
Hi Ataylorcalder,

I'm sorry to hear you received a wrong size for the shoes you ordered. It is our primary concern to provide the best customer service that's why on my end, I will seek help for the necessary solution to the situation. For me to do it, please send me the order number to feedback@lightinthebox.com. Thank you for your patience and understanding.

Sincerely,
Angelie
LightInTheBox
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The complaint has been investigated and resolved to the customer's satisfaction.

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56 comments
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DPsm
London, GB
Oct 18, 2023 8:50 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Don’t use this company. I ordered a shirt which looked really cool. When it arrived it looks nothing like the item I ordered. Different colour, cheap 80’s style satin I would be caught dead wearing.

So I thought I’d set up a return as k can prove from the pictures it is advertise misleadingly but hey ho, I cant even click return without having to download an app for a company I am never going to use again.

I have made a complaint via PayPal in the hope they can sort it for me. Finger crossed.

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Natasha Mcdonald
, US
Jun 15, 2023 4:21 pm EDT

This is an awful company! Ordered a ddress which arrived. It was so cheaply made the seams were not even straight some of the sequins were lose, had , awful fit, cheap

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Mikayla Maas
, US
Mar 28, 2023 10:10 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Terrible company the advertised items are nothing like the picture or as described, Absolute waste of money. I have had to pay delivery charge for this rubbish and to return it they will only provide a return address to Asia. The cost of postage would be more than the items. PayPal should not deal with them as they will not step into refund as they say the item has to be returned even tho its too Asia. I'm fuming.please don't waste your money with there landfil rubbish and shop where accept uk returns. I've been stung with another item on ebay with a dress that came to fit a small child instead of a grown woman, they are pulling the same return scam and ebay or PayPal are washing there hands of it.

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Mikayla Maas
, US
Mar 28, 2023 10:03 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Absolutely terrible company do not buy anything from here. Postage is nearly as much as order. Quality of items is nothing like pictures or as described. They will not provide return postage or UK address. The return address I got was for somewhere in Asia that would have put me out of pocket not only for the delivery postage but for the Asia return postage. So I'm now nearly £80 out of pocket with items that are only fit for landfill

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Minnie1967
Hell, US
Mar 27, 2023 12:11 am EDT

I've had the opposite experience. I go to a order, click on it, select contact support, remember, time zone difference... You can complain they didn't answer you back right away, they're in China. You work 24/7? Explain what I need done, it takes over 24 hours. Buying off of them, you get what you pay for. This isn't high grade merchandise. Sizes? Every vendor has different sizes. Look at bust. Bust also means gut. I can order a 3xl that's a 52" bust where another vendor is a 48". You know your size, click on size guide. Make sure it's big enough. Use paypal. You know your bust size, order it accordingly, if customer support gives you a hard time, dispute it with paypal. Their supposed to protect you. Good luck.. I've bought jackets for $6.60. https://www.lightinthebox.com/en/p/men-s-hoodie-full-zip-hoodie-blue-brown-gray-hooded-color-block-sports-outdoor-sports-streetwear-hot-stamping-fleece-basic-casual-thin-fleece-winter-c_p9371810.html. They said it was worth $60. Maybe $25. $15. What you see, isn't what you expect. It's lower grade quality. I'm waithing for a final determination until I get https://www.lightinthebox.com/en/p/mens-fleece-ski-jacket-coat-plus-size-winter-mountain-waterproof-windproof-jacket-snowboard-jackets-snowboarding-jacket_p8219363.html. Normally $130 jacket. I've been happy and also disappointed. Well see on this order.

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Katharine A
Newcastle, GB
Feb 21, 2023 1:48 pm EST
Verified customer This comment was posted by a verified customer. Learn more

It seems I have also been caught out by the returns policy. As this is purported to be a UK subsidiary I fail to understand why a shipping fee of 10 to 40 us dollars would be charged for shipping back to origin (ASIA). As it is I now have garments that bear no resemblance to a UK medium and am told that it is far easier to keep the items than return and I can have a 10% discount on items for future orders (which I won't be making) Avoid this website at all costs. Of which it appears are quite considerable.

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Jennifer Towle
, US
Feb 01, 2023 10:21 am EST

I have been trying to cancel my order before its shipped to my address, I have been trying for over an hour to no avail. I'm sure once it's shipped then they will say you have to return it and have to pay for the return ,not impressed with this business at all !

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VICKY Du Plessis
, US
Jan 22, 2023 11:37 pm EST

Please contact me at vickyduplessis30@gmail.com, I bought 2 dresses, paid for it, but decided to cancel the order. I would like my money to be refunded back to me. Please email me directly.

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Joy Griffith
, US
Jan 06, 2023 2:55 pm EST

This company has NO IDEA of Customer service! I have ordered and paid for an item which has not been delivered. I have asked for a refund and they insist it is being redelivered. They DO NOT RESPOND to emails or requests! CROOKS!

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Nilen V. Paras-Brogan
, US
Dec 04, 2022 3:43 pm EST

I ordered a dress on the 25th of November but somehow it didn’t get processed despite being charged for it already. I don’t even know where to complain to get a refund.

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andrew Stirling
, US
Nov 30, 2022 12:04 pm EST

I recently ordered a jacket and hoodie from light in the box they sent a tiny asian size which was meant to be a uk Large.I also recieved the wrong hoodie. I was offered a 60%of goods award on future orders or a 50% credit return on my card and keep the items. I couldn't afford to ship them back to light in the box as I live in uk wasn't worth it but I still lost about £14 on this order. I didn't know what else to do and just had to take the £7 credit return. Orders take to long and too much hassle got a better UK made jacket from a uk website. Don't want to use overseas companies again

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Julia Huish
, US
Nov 23, 2022 9:53 am EST

I received a so called coat .. absolutely disgusting, like a baggy old dressing gown. I didn't open an account.. what can I do about getting my money back ?

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Tracy Fawcett
, US
Jan 05, 2023 8:18 pm EST

Talk to your credit card company. Most will cover fraudulent transactions.

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Fi M
, US
Nov 15, 2022 3:07 pm EST

I ordered a coat from light in the box but didn't make an account, the item arrived but is not as pictured in any shape or form, the picture shows a white lined coat I received a white unlined thin fleece type cardigan

I cannot raise a ticket to return as I don't have an account ,

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Cathy Hewitt
, US
Oct 31, 2022 1:28 pm EDT

i ordered some tops they are crappy materail to tight and they dont evem come close to the website pictures, i cant even get to a link to return my items, i have tried for 3 days this is day number four, iwll not do anymore business with light in the box and i will warn others not to also

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Kimi Kann27
, US
Oct 21, 2022 6:19 pm EDT

I also have had exactly the same issue as the first lady and others where they will not simply exchange rhe shoe for one size up and so I'm left with pricey dance shoes they told me they can't refund because they made each pair bespoke to every customer, which made me laugh so much of how stupid they obviously think we are to believe such nonsense. I had to choose from an available selection, obviously you are lying! And now just kept money. I will never use this company again and highly recommend everyone else take serious caution when thinking of spending with them. Plus ... most items that show up are not how they seem to be in the adverts... unbelievably different. They are rip off merchants. And no one gives you more than a message on these forums to say they will help and then zero ... nothing ... its a front. DONT TRUST THIS COMPANY

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Paulina123
, US
Oct 01, 2022 4:46 am EDT

I had bad experience with them I bought two dresses and I have problems with returning .. I waited long for delivery and I choose my size came big size and now cannot return … very bad company . Communication with customer service is really poor and bad I don’t recommend buying

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Lyn Robbins
, US
Sep 16, 2022 10:18 am EDT

I received my item on time and was very pleased with it. Until I tried it on and it is a swimsuit that is far too short in the body . Will only come up to just under my chest. I'm not a tall person so it's not my fault. I've been recommending this site to everyone but now iv realised I can't get my money back I will be withdrawing those recommendations . Very poor service

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Maggie Hughes
, GB
Aug 05, 2022 5:38 am EDT

Waste of time ordering anything doubtful (i.e. size reliant or electronic). If you receive goods that aren't what you want, it's best to sell them on - i.e. Ebay or something because you go to a lot of trouble to return the items and only get a partial refund if you get anything at all. Small items are fine - handbags and jewelry, for instance because they can't get the measurements terribly wrong and are inexpensive to begin with. For clothing, stick to companies in your own country. Even then, this year, the size guide is all wrong and you should order in your normal size. Good luck shoppers and don't order anything that has to reach you by a certain date!

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Nehla
, US
Jul 21, 2022 12:35 pm EDT

Warning : scammers, avoid at all prices! I do not recommend buying from this website. Few of their items are good. However, the majority do not match the photos and description in terms of fabric quality, nature and prints.

Some of my orders was something in Twilled Satin they delivered it to me in 100% polyester.

Another one have a completely different prints than the one shown in the photos.

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Vanessa Green
, US
Jul 20, 2022 2:59 pm EDT

I am very upset the dresses are made from something that look like a cut. I get can't get to a no return website 😪 this is horrible. Can you email me where I can get some help. Also, your asking for tags to be the product wrong answer NO TAGS. Can I get some assistance please.

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Corrine Harvey
, US
Jul 05, 2022 10:06 pm EDT

Company is the worst! Quality is the worst! The return policy is pretty much non-existent! DO NOT BUY from this company….guaranteed you will regret it and NEVER get your MONEY BACK!

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MarjorieFerraro
Wilmington, US
Jun 22, 2022 7:10 pm EDT

The return policy makes it impossible to return ! I don’t have a printer for return ticket. It’s almost like they make it so very difficult . I can’t even click on what they tell u to click onto! I just want to return a dress ,same day I recieved it. Tried it on and was way too short so put it rt back in package.

Now I’m can’t even return it. Shame on them for doing this to people. Never AGAIN! Will report to Better business bureau!

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Norah Martin
Nottingham, GB
Jun 17, 2022 5:02 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I've been asked to pay for the delivery of my parcel again, thought I had paid it when it was ordered (just over a fiver) is this right.

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Shereen Evans
, US
Jun 08, 2022 5:05 am EDT

I have tried to return items, but it is so difficult to get a response. Or they offer you a petty offer of 15% of value for refund. I want the whole lot refunded not a small token.

I eventually had email with address on a ticket. It’s now not showing for me to return.

So dissapointed. Poor quality and poor customer service.

AVOID at all cost.

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Noua
, US
Jun 07, 2022 6:44 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Never again! I am not going to explain the whole situation with these people/Wrong Items were sent awful quality/Nothing like the picture/Wrong size/material everything/ It took over 2 and half months for my small order to arrive after following up many times. When I told them the item is wrong, They said they charge 40 USD for the return and they don't return, They offer a 20% discount keep the item...

All I can say is that they are Scammers in an updated kind of way. My advice, don't even consider ordering anything from them! you will never get i.

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Sue Ish
Clitheroe, GB
May 26, 2022 6:09 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I bought two pairs of shorts. The size guide for these differs from other similar items on the website and they are tiny. I am now told that I have to pay to send them back to Asia which will probably cost more than the original purchase. I am very disappointed in this lack of customer service.

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Sylviatopsy
Solihull, GB
May 16, 2022 1:57 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Hi I have a blouse and a jacket to be returned as I ordered a size large which turned out to be a size 6 and ridiculously too small. I am 88 years old and have tried my best to contact customer services but all I get back is it’s expensive to return we’ll give you a 15% discount. They don’t fit how is 15% discount going to help me. I emailed them to ask for a returns note and instructions and no response. I can’t afford to lose £85.00 but cannot get a response. I now do not have anything to wear for my grandsons wedding and can’t afford to order anything else and don’t know what else I can do. Do not buy from this website

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ian bacon
mansfield, GB
May 05, 2022 6:07 am EDT

my wife had a dress delivered from light in the box,,,, cant find any way to return this dress,,,, have been on line for 2 hours this morning,,,, and it cant be done, inany way at all the site is a scam being operated from, and out of china... DO NOT USE THIS COMPANY...

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Susan McHugh
, US
Sep 16, 2022 5:23 am EDT
Replying to comment of ian bacon

I am the same! Online 2 hours and impossible to click on the “select one item” for purposes of return, no chat, no email,

The item I received is appalling quality, I feel like I have been utterly scammed

I am disgusted with this company

And would not insult a charity shop by donating this product ?

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dlds55
BONNEY LAKE, US
Apr 27, 2022 12:43 am EDT
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These clothes look nothing like the pictures, made crappy, terrible material. If the tank shows cut outs..They are literally CUT OUT raw ages, looks like a 5 yr did it. a bathing suit that appears to have sparkle and jewels was just a design in the material like a photograph. Walmart clothes look like Nordstroms compared to this garbage. No way to return. The sequin tennis shoes, look like they poored glue on them, than poured out the rhinestones onto the shoes, 90% of the stones are UPSIDE DOWN and in piles. Scam company all the way. I own a business I would be so embarrassed to pass on practices like this. But hey They now have $200+ of mine. I tell ya live and learn. So disappointed. Shoes too small also, rhinestones falling off.see the pic

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enniep67@gmail.com
, US
Apr 10, 2022 12:48 pm EDT

I've been trying to get a refund for a dress that didn't come complete with a jacket . Everyday I have been trying to get it returned and going round in circles with Light in the box. Very stressful and frustrating .

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Ellen shap
Fall, US
Mar 16, 2022 6:09 pm EDT

I had a similar problem. I ordered a medium and a large in a jumpsuit for a party and neither fit. They ran small and the fabric was so shear you could see through it. It was horrible. I tried for an hour to make a return then finally got an email through and was given a hard time. Told about a coupon and and how I could gift it to a friend and each email took 24 hours. I don’t understand how something that doesn’t fit even 2 things that don’t fit are going to somehow fit at 20% off. Just let me return it and give me my money back. Finally, after i also declined the 40 or 50% off coupon they sent me shipping instructions to China. Which were so confusing. And, I already lost the shipping cost to receive 2 items I didn’t want to invest any more money into shipping to China. I settled for a 20% refund and threw the stuff away. I’ll never order from them again. Junk merchandise and it took almost a month to receive the stuff. And horrible return process. Actually, not return policy. The 20% return was nothing. A joke. Why would I have ordered 2 of the same thing if I didn’t think it was easily returnable.

Ellen Shapiro

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Marquita taylor
Chicago Illinois, US
Dec 18, 2021 12:29 pm EST

My coats don’t fit can you please call contact me my name is Marquita Taylor my number is [protected] thank you

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Petebmfr
Rolling Meadows, US
Dec 14, 2021 9:40 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Online Buyers' Beware: I ordered a hoodie and studied the size chart and decided to order and XL. It was a cool looking hoodie but it was cut way too slim - even for an extra large. After taking pictures, uploading them of the tagged, unused item, I received various support emails that said due to warehouse located in China, I would have to pay for sending it back and cost could be 1/2 or more of what I paid for the item on my nickel. Please select one of 3 options for the return. I did but then again followed to "restate" the same options, as if I had gotten it wrong the first round. They offered 20% to 40% discount on a new item, suggesting I should keep the original, etc. It was extremely difficult to manage a simple return of an unused item, and I eventually decided to stop all communication. No solution was worth the hassle to follow through on, especially, trying to manipulate me into making yet another purchase. Made me think I would end up in a vicious circle. So, the last thing I said was, never again will I buy from their web site. Wish I would have looked them up first before making a purchase. Will I ever learn... :-0

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Jocelyne Hemming
HOVE, GB
Oct 25, 2021 5:52 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Light in the Box

With their permission I have returned an item. I registered with Royal Mail. They asked me for a proof of postage which I have sent. I have now sent many messages but they either don't acknowledge or refuse to accept my message or they say the ticket has been closed. It is a lot of money as I have paid for postage from the to China. What can I do now?

Jocelyne Hemming
gentletherapies@email.com

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Tricia2
, US
May 22, 2021 3:01 pm EDT

Wig I received is the the color or style I ordered. I am not going to bother with the return based on the comments of others. Seems like a lot of bother and frustration. Lesson learned and I will not order anything else from this company. From what I have read sending wrong size, color, and/or low quality is common practice!

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Lori Woo
, US
Apr 17, 2021 4:20 pm EDT

I cannot believe this company has been in business this long when it is such a scam! They will accept a return of a shirt I purchased but it must be sent to China to the manufacturer. They don't tell you that in the return policy and makes it look easy to get a refund if you're unhappy. Instead they offered to give me back 30% of the purchase price and a 30% off coupon for a future purchase. Never again and someone needs to stop this company from doing business in the U.S. Big Scam!

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Sam Karim
, US
May 06, 2022 12:01 pm EDT
Replying to comment of Lori Woo

Did you ever send the item back to the manufacturer? I’m currently in the same boat, and I’m wondering if I should go through the trouble of returning the item or not…

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Melissa Armijo
, US
Dec 30, 2020 5:24 pm EST

Sadly I paid almost $100.00 on a shirt, pants and jacket. One of the WORST decisions I made for gifts. I guess any business that does not offer refunds should be reconsidered since they are obviously saying their products are trash. They don't even want them back.. HAHA! Companies should not be able to LIE and photoshop their pictures. DO NOT ORDER FROM THIS COMPANY!

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Jean Lampkin
, US
Jun 25, 2020 5:10 am EDT

It shall be a law that this company be allowed to do business. The product is awful, very cheap, and the wrong item. The most expensive thing in this whole process is the white shipping bag. Please do not order from this company. Check out the review first on anything you purchase.

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Deborah Olds
, US
Jul 31, 2019 9:41 am EDT

Lesson learned. Got a respond but... can get into the returns page. Tobzd the dress ud nice folled there chart but even this extra large would not fit a US SIZE 6..

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Takes
, GB
Jun 24, 2019 3:41 am EDT

I have ordered a shirt it was to small sent it back for big size still not got it