Dear All,
Thank you very much for sharing your feedback with us. I’m pleased to inform you that these issues have been resolved. To keep things transparent, I’d like to give you a detailed explanation of what happened:
Our Responsibility and Apologies
First and foremost, I want to sincerely apologize for the issues that occurred. Due to our limited experience in selling table tennis shoes internationally, our size conversion was based on Chinese-to-European sizes rather than UK/US-to-European conversions, which resulted in certain sizes running larger than expected. As a professional table tennis brand, we recognize this as an area we need to improve in, and we are genuinely sorry for the inconvenience.
Challenges in the Return Process
We also acknowledge that our return process was not adequately prepared. While our logistics partner has always provided smooth shipping from China to other regions, due to European import policies, returning shoes cannot be classified as "table tennis gear." As a result, the return channel we typically use was not applicable, and our logistics partner offered a more complex, outsourced return solution with high costs. Regrettably, our marketing department passed along this pricing without considering the customer’s perspective, leading to avoidable distress.
Our Solutions:
Enhanced Return Logistics
To address the high shipping costs for international shoe returns, our marketing department has now partnered with a professional logistics company to provide a reliable and affordable option for future customers returning or exchanging shoes.
Size Confirmation Process
Regarding the sizing inconsistency, since the current batch of shoes is already manufactured, immediate adjustments are not feasible. To help prevent size discrepancies, our new approach involves contacting each customer who orders shoes on our website to confirm the Chinese size before shipping. Additionally, for future product batches, we will develop our sizing system based on widely recognized European standards.
Policy Updates Shared with Official Distributors
We’ve also shared these improvements with our global distributors to ensure that they can offer the same level of support going forward.
Thank you again for your feedback, which has helped us make these improvements. We’re committed to providing you with a better experience and truly appreciate your understanding and patience.
Best regards,
Andrea
