Goodnight Macaroon Return Policy Update for Flash Sale Tuesday Purchases
We’re excited to announce a big step forward for the Goodnight Macaroon Returns Policy.
We’re announcing the introduction of a one-time exchange for store credit on purchases from our Flash Sale Tuesday, within 30 days of receipt. Store credit will be issued via email upon the receipt of the returned item(s). Once we have issued your store credit, you’re welcome to re-order the same item(s) in different size(s) or use the store credit to purchase other item(s). Any unused store credit will remain in your account for future use or purchases above the store credit amount will require additional payment through PayPal. Item(s) purchased using the store credit will not be eligible for exchange or refund. Please note that all returns should be shipped using a tracked shipping service to ensure parcels are traceable and insured in the case of theft, loss or damage.
This policy is implemented on a trial basis and will run from Tuesday September 20 to Wednesday October 19, 2016.
One Month Trial
We received a host of requests as part of our recent customer survey to ask customers what they wanted to see improved most. Requests ranged from quicker responses from our Customer Services Team to stocking more pink sweaters in our store. For the former, we’ve already upped our game and our average response time has almost halved since the start of July 2016. Our average response time has been reduced from three working days to 1.5 working days. Oh, there are definitely more pinks sweaters coming!
One particular suggestion that caught our attention was the need for an exchange on purchases from our Flash Sale Tuesday.
The previous Goodnight Macaroon Returns Policy stated no refunds or exchanges for purchases from our Flash Sale Tuesday. This was a necessary policy to ensure our business stayed afloat after heavily discounting our products. At Goodnight Macaroon, one of our biggest costs is shipping fees, especially as all of our products are shipped from and returned to Hong Kong. Returns to our US warehouse are shipped back to Hong Kong at our own cost.
So you might be asking what’s changed? Well, we’re simply hoping we’ll get more business from offering a more flexible return policy. That’s why we’re trialling this new policy for one month, with effect from Tuesday September 20 until Tuesday October 18, 2016. If our one-month trial goes well, then we will make this a permanent feature for Goodnight Macaroon returns.
In An Ideal World…
In an ideal world, we would love to offer all of our customers free and unlimited returns on all purchases. However, we’re not an ASOS, Shopbop or Nordstrom. We can’t quite meet customers’ expectations that come from shopping with these behemoths (yet)!
At Goodnight Macaroon, we try our best to negotiate the best deal for our customers because we value each and every one of our customers. Did you know, for an average weight and size parcel, standard shipping from Hong Kong to the US costs Goodnight Macaroon $15? Furthermore, shipping a returned parcel from our US warehouse to our Hong Kong warehouse costs an additional $5. We only charge $10 for our standard shipping and that’s regardless of order size or weight. It’s all part of our policy to look after our customers and give them the best deal we can.
We’re constantly pushing the envelope for our business, whilst remaining an online boutique that sells casual, everyday apparel. We love what we do and we intend to stay this way! Having said that, we would like to state that Goodnight Macaroon is currently unable to offer free and unlimited returns due to business restrictions, which is generally due to a lack of size and scale. However, we’ll definitely continue to improve Goodnight Macaroon returns service as we grow.
We Love Our Customers!
We want to end by saying we try our best to ‘understand, help and look after our customers’. In fact, we recently introduced our Customer Services Charter at Goodnight Macaroon, which ensures our customers are properly and fairly treated. All of our customer services staff have been orientated to our Charter. This ensures each and every customer is ‘understood, helped and looked after’. We were lucky to hire a seasoned manager to transform our customer services offering. We now have a strong foundation and structured training for our customer services staff.
We’re very excited to introduce this new policy of offering a one-time exchange on purchases from our Flash Sale Tuesdays. We don’t want any customers left dissatisfied because they ordered the wrong size or item. If you need an exchange, then please contact our Customer Services Team at firstname.lastname@example.org. Please state your full name, order number and item(s) to be exchanged, including the required size(s). If you have any queries on sizing then please provide your measurements and we’ll do our best to advise.
Please note that this new policy of providing one-time exchange on purchases from our Flash Sale Tuesdays applies to all orders made on or after Tuesday September 20th, 2016. Orders made prior to this date are not eligible.
What Do You Think of the Goodnight Macaroon Returns Policy Update?
We would love to hear back from you about this new policy, so please feel free to comment below.