The Real Reason We Can’t Accept Returns on Chanel Jackets: Tips for Perfect Sizing
We’ve all been there—you buy something online, carefully check the measurements, but when it arrives and you try it on, it just doesn’t fit...
It’s a common experience, right?
Today, I’d like to explain why this almost never happens with customers who shop at our store.
Why don’t our customers say "It didn’t fit"?
The answer is simple: we put a lot of effort into making sure our measurements are 100% accurate.
Another reason is that many of our customers reach out to us in advance to consult about sizing, which helps ensure the perfect fit.
That said, among the many orders we handle, there are 2-3 cases each year where a customer tells us, "I’d like to return this because the size didn’t fit."
In these situations, it’s usually because:
- The customer didn’t carefully check the measurements listed on the product page, or
- They decided without asking us for advice on sizing.
Unfortunately, some customers have requested returns multiple times, saying, "This one doesn’t fit either."
So why do we have a no-returns policy? I’d like to share a bit about the background and how we came to this decision.
▶︎ A Sad Example from When We Used to Accept Returns on Chanel Jackets
When we first started our store, there was a time when we accepted returns.
We received advice from a respected mentor who said,
“No one will buy high-priced items from a store without a big name unless you allow returns.”
Taking that advice to heart, we decided to allow returns.
Sure enough, as time went on, more customers came to us, and we were grateful to receive positive feedback and happy reviews from our customers.
We were at a stage where we were working hard as a team to make the store even better.
However, as our customer base grew, we started noticing something troubling: a few customers were requesting returns for reasons that didn’t seem fair.
Despite the fact that we:
- listed the exact measurements,
- accurately described the condition,
- took numerous detailed photos,
- clearly mentioned the color…
Why were they asking for returns?
As we dealt with these challenges, we started noticing something when checking the returned items.
“Huh... Could this have been worn before being returned?”
We received items that made us think this way:
- A jacket smelled like cigarette smoke,
- There were faint wine stains,
- Makeup marks were visible,
- The knit fabric was stretched out,
- The lining had absorbed a scent under the arms,
- The leather had small scratches.
It was clear... these items had been worn before being returned. 😭
We carefully inspect each item before shipping, taking detailed photos to document its condition, so we quickly noticed these small changes in the returned products.
It was a sad realization, but we learned that some people do wear items and then return them.
At first, we accepted these unreasonable returns, thinking, “Well, this is just part of the cost,” as our mentor had told us.
▶︎ The More We Work with Repeat Chanel Jacket Customers…
As we became more immersed in our work, we were fortunate to see our number of repeat customers steadily grow.
We often have wonderful conversations with our repeat customers, discussing topics like size and comfort. Some even share details about their family or the occasions they plan to wear the jackets to.
It always makes us so happy when customers send us photos of themselves wearing the items. While many of our Japanese customers tend to be a bit shy, our international customers often send us their outfit photos.
Over time, it started to feel like these were transactions where we could “see the faces” of our customers, making our work feel even more personal.
However, with that came a bit of a dilemma when it came to returns.
At the time, returns were very rare, and if they did happen, it was almost always with new customers.
Whenever we received a return and had to send that item to a repeat customer, I would always feel a sense of unease.
“Hmm… Ms. XX said she was going to wear this to her daughter’s graduation ceremony. I wish I could send it in just a bit better condition…”
Thinking about the personal stories of our repeat customers, I started feeling more and more uncertain about accepting returned items.
▶︎ No More Returns for Chanel Jackets!
“This was definitely worn…”
Even if I had such thoughts during the return inspection, there was no point in questioning the buyer. Instead, I would relist the item with a note like "Slight scent of perfume" on the product page.
When selling to a large, diverse group of people, it’s impossible to completely avoid unreasonable returns.
So, at one point, I made a bold decision:
“No more returns, period!”
And I changed the store policy accordingly.
Since then, we’ve only delivered items that we are fully satisfied with, and that’s how we’ve reached where we are today.
This is the story of how we decided to stop accepting returns.
For our long-time customers, we keep track of their sizing data, so returns aren’t even necessary in the first place.
Moreover, our repeat customers know that our size measurements and condition descriptions are accurate. They always check these details carefully before making a purchase, so the need for returns simply doesn’t arise.
Most of our customers shop this way, allowing us to smoothly deliver items without any issues.
To our long-time customers, we’d like to express our deepest gratitude from the entire team. 😊
How to measure & compare the measurements on the page with your own items! ( ← Click)
