Kasela studio Tracking Order Status

I made an order a month ago and still have not received my package, nor any tracking update about my orders whereabouts.

The bikini was expensive so I would expect faster delivery, it took two weeks to arrive and when it did, the colour was stunning as was the design but the quality was not good at all. there was strings and frayed edges and the bikini bottom stitches were coming undone on holiday that I could only wear it once

I had an overall great experience with Kasela, and their styles are GORGEOUS to say the least! I ordered a zebra swimsuit and I had a few issues with Royal Mail delays in tracking which prevented my parcel from being delivered due to unpaid delivery fees that I was required to pay. After a few nudges via email, they reimbursed me straight away, and their customer service was very friendly and polite. Since then I asked a question on Instagram on how to tie the swimsuit and they got back to me within 24 hours with a lovely and helpful response. I think a lot of people need to understand that this is a new, small business where all products are handmade and that they are going to have teething problems throughout their first few years in production. Understandably, they do not have a full customer service team or transports team to respond around the clock and are doing the best that they can. I am sure they are all aware of these difficulties and will be putting procedures in place in the future when they are able to as the company grows.

I placed my order on the 23rd March with the understanding that each item is handmade with a turn around time of 5-7 working days and one item I believe was up to 10 working days. I was concerned when I hadn’t heard anything about my order so I emailed on the 31st march and was told my order would be shipped the next week.…. It is currently the 16th April and I have not received my order nor have I heard anything. I have emailed 3 times since with no response to any. I’m just really disappointed, I haven’t used this company before and having seen the products I was so excited however now I’m more concerned I will never receive my order :( My holiday is fast approaching, my whole order being for my trip so I’m hoping it comes asap. UPDATE: Kasela got back to me and apologized for the delay in my order. They advised it was ready to be despatched and they would refund my delivery for the delay which was good of them. Seems to have been sent out on a next day delivery which is also really good of them. The items arrived in great condition, the quality is amazing. Very happy with my order, cant wait to wear in Bali!

Was told the shipping time would be 2-3 days, kept checking the app and there wasn’t an update. It remained as “order placed.” The outfit is really pretty but really disappointing I didn’t get to wear it on my holiday as expected