Dear s.leath,

We deeply regret the poor experience you have had with your order. Although we have communicated with you via email 4 times, we always recommend our customers use the phone or WhatsApp for a quicker resolution.

Unfortunately, we do not have control over the times or reasons why UPS or USPS decide to return the package to us. This is beyond our control, just as the broken sopera you received.

The good news is that we support our customers and ensure their shipments 100%, so your order has been fully refunded to your original payment method.

We sincerely apologize for the inconvenience. Even though we do not control UPS and the postal service, it is our image that gets tarnished by their poor performance, and for that, we apologize formally and cordially.

Thank you for your understanding.

Sincerely,

Miguel Pérez
Botánica Online
Yourbotanicaonline@gmail.com