After numerous emails back and forth between the customer service of Mr. Porter and me the way they treat there customers is unprofessional. I will never recommend anyone using this online retail platform. On 07/01/19 I received my order, a hoodie, after wearing it for the first time I directly noticed that the stichting was letting loose. I directly contacted the customer service on 12/01/19, with pictures of the hoodie indicating that it clearly shows that the hoodie has a production fault. The response on 23/01/19, a week later, was that Mr. Porter was looking into the issue and will shortly come with an outcome. After waiting for another two weeks I contacted Mr. Porter again regarding a status update on my issue. On 08/02/19 I again received an email back with an apology and again stating that they are looking into this matter. Finally on 19/02/19 I received an email back stating that I can send my hoodie back for "repair". After explaining that I do not want a repair but a full refund of my order because it is a clear production fault I was ignored by the customer service. On 19/02/19 I sent out an email again with the above mentioned request and on 26/02/19 I got a response back that because of the 14-day trial of returning my hoodie I'm not able to receive my money back. Also the fact that the hoodie has been repaired, by a professional tailor that I payed for myself, was a reason for Mr. Porter to not give back my money. The solution of repairing the hoodie is something that I can arrange as wel. The fact that the customer service of Mr. Porter took so long to get back to me with a respons resulted in exceeding the 14-day return period. Mr. Porter may sell exclusive products but the way they handle their customers is very poor and a disgrace towards the image of products they sell online.