I have been Cettire's customer since 2018. I have never had any problems with my orders until my last order this February. I ordered a Gucci hairclip. When I opened the box, I found a white carton Gucci box with a burgundy box inside. The latter had a pink pouch, booklets, a clear bag with tissue paper but no hair clip inside. I contacted customer service right away. Cettire has no phone number so the only way to contact them was via email. After 12 days of back and fourth emails (they respond within 48 hours) with the same message "we haven't heard back from the team." Today I received a message from a supervisor saying that the team confirmed that the item was shipped to me and I received it with the item inside. The case is closed and they will no longer answer my emails. Just like that! No investigation, no courtesy replacement. I have made very expensive purchases with them in the past. I guess I should be happy to find out with this less expensive order, how they treat their customers when something goes wrong! They just lost a customer of 7 years! In the meantime, I am initiating a chargeback with Klarna.