Model Natasha Oakley has issued an apology after a customer's negative experience with her swimwear brand, Monday Swimwear, highlighted issues with the company's returns policy. The incident involved Elodie Vela, a customer who found the policy to be "crazy" after purchasing a swimsuit that did not fit.
Vela detailed her difficulties with the returns process on social media, stating that after paying $20 for initial shipping, she was required to pay an additional $20 for a prepaid return label. The original shipping fees were non-refundable. She also objected to the requirement to print paperwork, obtain a postage box, and arrange a DHL collection, which necessitated her being at home for a four-hour window.
"I just feel like they put so much effort into marketing and so little into helping the consumer," Vela wrote. She also noted that exchanges were only available for American customers.
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In response to the complaints, Oakley told the Daily Telegraph that she was "honestly really sad" to hear about Vela's experience. She stated that something had gone wrong and that she was investigating the issue with her shipping partners.
"Regardless of how it happened, she had a frustrating experience with something I built, and I'm genuinely sorry for that," Oakley said. "We're not perfect. I'm definitely not perfect. We're still learning and there are things I wish we could do better today."
Oakley co-founded Monday Swimwear with Devin Brugman in 2014. The brand, which sells swimwear and cover-ups with an average price range of AUD $120 to $330, was last valued at $40 million and sells approximately half a million units annually. Oakley herself is reportedly worth an estimated $128 million.