Decabana Anmeldelser 

Besvarelse fra Decabana

11. maj 2026

Thank you for sharing your feedback. We’re sorry to hear that your experience did not meet your expectations.

We would like to clarify that import duties and taxes are determined by the customs authorities of each individual country and can vary depending on local regulations, order value, and the type of goods imported. Because these charges are outside of our control and impossible for us to calculate accurately in advance for every destination, they are not included or displayed at checkout on our website.

Unfortunately, these charges are collected directly by the destination country and are the responsibility of the recipient.

Regarding your interaction with our customer service team, our intention was never to make you feel uncomfortable. The message referenced is part of our standard communication policy to ensure respectful interactions for both customers and staff.

We appreciate your comments, as feedback helps us continue improving the clarity of our international shipping information for future customers.

Besvarelse fra Decabana

11. maj 2026

We’re sorry to hear that your experience with our return process and customer service left you frustrated. We understand that fit can vary from style to style, which is why returns are available for eligible orders.

For U.S. returns, customers are responsible for following the return instructions provided, including using the correct carrier and shipping method. When these instructions are not followed, delays and complications can unfortunately occur. Our customer service team’s role is to verify the return details so we can properly assist and resolve the issue as quickly as possible.

We always aim to provide respectful and professional service, and we regret that this interaction did not meet your expectations. Your feedback has been shared internally and we appreciate you taking the time to bring your concerns forward.

Besvarelse fra Decabana

30. mar. 2026

Dear Any,

Thank you for reaching out to us. We sincerely apologize for the ongoing frustration and the time it has taken to resolve this matter with FedEx.

We would like to clarify that the shipping for your order was indeed free of charge, and no shipping fees were applied at your checkout. The invoice you have been receiving from FedEx is related to government-imposed tariffs rather than a shipping cost.

While we are not responsible for federal taxes or tariffs, it is important to note that all items shipped to you fall under the CUSMA agreement (Canada-United States-Mexico Agreement), which means they are exempt from these duties.

To resolve this, we have taken the following steps:

Filed an official dispute: We have submitted a dispute with FedEx on your behalf to contest these incorrect charges.

Direct Action: We strongly recommend that you contact your local FedEx office directly to dispute the invoice. Since the charges are issued in your name as the importer of record, a direct call from you often accelerates their internal review process.

We value your business and want to ensure this is cleared from your record as quickly as possible. Please let us know if you require any specific documentation from us to assist with your conversation with FedEx.

Best regards,

The Decabana Team

Besvarelse fra Decabana

28. jan. 2026

Hello Anne,

nobody threatened you with any legal action, we simply stated to you our online store policy, which is available for a review at the time of checkout. Your responsibility was to read its terms and conditions prior to placing an order. Sadly you have failed to do that.

Please note that these charges were imposed by customs, not our company. Duties are not advertised as they vary by country—some countries do not apply duties at all, while others have different fee structures. As you are purchasing from abroad, it is your responsibility to be aware of your country’s import regulations.

We do our best to accommodate our international customers by providing custom invoices to help minimize duties. However, customs authorities have the right to inspect and flag parcels, and in such cases, duties may still be applied.

We also sent you an email yesterday, that mentioned the following:
"That being said, since you were already refunded by PayPal, we can do the following. We can cover duties on your behalf and send you a PayPal invoice to pay for the order."

We find that your behavior is very irresponsible, irrational and goes out of bounds. We took every step necessary to communicate with you, explain you the situation and even offered to cover the import costs. You decided to ignore all attempts to come to a positive resolution to the situation and decided to escalate. Such actions are counterproductive and will not yield any positive outcome.

Decabana.com

Besvarelse fra Decabana

28. jan. 2026

Hello Julie,

many thanks for your kind words. We hope you will enjoy your purchase and wear it on many joyous occasions.

Best wishes,

Decabana.com

Besvarelse fra Decabana

12. jan. 2026

Bonjour et merci pour votre commentaire. Nous souhaitons clarifier ce malentendu. Lors d'un achat à l'étranger, il est de la responsabilité du client de se renseigner sur la réglementation douanière de son pays. Ces frais ont été imposés par les douanes, et non par notre société. Les droits de douane ne sont pas affichés sur notre site web car ils varient d'un pays à l'autre : certains pays n'appliquent aucun droit, tandis que d'autres appliquent des taux différents.

Merci de votre compréhension.

Cordialement,

Decabana.com

Besvarelse fra Decabana

8. jan. 2026

Buongiorno e grazie per il suo feedback. Ci permetta di spiegare questo evidente malinteso. Acquistando dall'estero, è responsabilità del cliente conoscere le normative di importazione del proprio Paese. Gli oneri in questione sono stati imposti dalla dogana, non dalla nostra azienda. I dazi doganali non sono pubblicizzati sul nostro sito web in quanto variano da Paese a Paese: alcuni Paesi non applicano alcun dazio, mentre altri hanno tariffe diverse.

Grazie per la comprensione.

Cordiali saluti,

Decabana.com

Besvarelse fra Decabana

Opdateret den 24. nov. 2025

Hello Dan,

we took the liberty to review your order history. Your last order was placed on July 9, 2025, which you returned in full and received a store credit as per our store policy that clearly states and ALL SALE ITEMS ARE SUBJECT TO EXCHANGE OR STORE CREDIT ONLY. We have been very clear and transparent with you from beginning to end, from the time of purchase until the very last email when you have requested a return. The RMA# was issued to you in a timely manner and you were notified in written form that you will receive a STORE CREDIT. It is unfortunate that you have decided on your own accord that the return policy is unacceptable. Most of our customers respect our return policy and abide by it. This is how an honest and transparent business is done.

We regret that we didn't live up to your expectations, however please note that that we DO NOT PROVIDE PATHETIC CUSTOMER SERVICE. In fact 99.9% of our client base is extremely satisfied with our service and post purchase service and they have given us thousands of positive reviews with high ratings.

We encourage you to reach out to our customer service, while reminding you that the person on the other line is expected to provide you with the highest level of support and being treated fairly. It goes without saying that we that we do have a zero tolerance policy if our customer service agents are slandered, insulted, or spoken to with inappropriate tone of voice.

Sincerely,

Decabana.com

Besvarelse fra Decabana

24. dec. 2025

Thank you for your feedback. We’d like to clarify the circumstances surrounding this return.

As outlined in our return policy, all return requests must be initiated and shipped within the stated return window. While we understand that external factors such as postal disruptions can be inconvenient, our team provided alternative carrier options to ensure the return could be completed within the required timeframe.

Unfortunately, the return was shipped outside of the approved return period, which is why it could not be accepted and was returned to the sender. This decision was made strictly in accordance with our published policies, which are applied consistently to all customers.

We regret any frustration this caused, but we must adhere to our return terms to maintain fairness and operational consistency.

— De Cabana Customer Care

Besvarelse fra Decabana

24. dec. 2025

Thank you so much for your kind words and continued support 💙

We’re delighted to hear that you’ve enjoyed your experience with Decabana, from fast shipping to our customer care. Joseph Ribkoff pieces are perfect for weddings and polished business looks, and we’re honored to be your go-to store for those occasions.

As a Canadian boutique, we truly appreciate customers like you who support local while trusting us with their wardrobe needs. We look forward to helping you find your next standout outfit!

Decabana.com

Besvarelse fra Decabana

24. dec. 2025

When the manufacturer defect was reported, our team offered both a replacement or store credit as resolution options. A replacement was processed to resolve the issue as quickly as possible, as this is our standard practice for defective items. Once a replacement is issued and shipped, it is considered a final resolution and is not eligible to be returned for store credit, in accordance with our return policy.

We understand the timing around your daughter’s wedding added stress to the situation, and we regret that this experience did not meet your expectations. That said, all actions taken were consistent with our published policies, which are applied fairly and uniformly to all customers.

We take customer concerns seriously and continuously work to improve our service. We appreciate your feedback.

— De Cabana Customer Care

Besvarelse fra Decabana

24. dec. 2025

Thank you for sharing your feedback. We’re sorry to hear that your experience did not meet your expectations.

At Decabana, we aim to provide clear communication and transparent policies that are published on our website prior to purchase, including our return policy. These policies are in place to ensure fairness and consistency for all customers.

While we may not always be able to accommodate requests outside of our stated terms, our customer care team does respond in writing to ensure accuracy and proper documentation for every inquiry. We remain committed to assisting customers within the framework of our policies and are always happy to clarify any questions before or after a purchase.

— De Cabana Customer Care