The Eczema Company Avis 14

Réponse de The Eczema Company

9 avr. 2026

Hi Kelly -

First, I’m truly sorry for the frustration and confusion this situation caused. Receiving a message about a return more than a year after sending it back would be upsetting for anyone, and I apologize for the concern my previous email has created.

While reviewing our returns, we discovered that your claim from January 2025 had unfortunately been missed due to an internal oversight. When I initially followed up on Saturday, I referred to records from our returns team, which led me to send you incorrect information. I’m very sorry for that mistake and for the stress it has caused.

After taking another careful look, we confirmed that your leggings are covered under the 30-day satisfaction guarantee, and your refund has now been processed.

I wanted to assure you that this is not the experience we want our customers to have with our team. I know the long delay and mixed messages have been disappointing, and I’m very sorry for the way this unfolded.

If there’s anything else I can do to help or clarify, please feel free to reply here, and I’d be happy to assist.

Réponse de The Eczema Company

9 avr. 2026

Hello Pamela - We're sorry that you aren't satisfied with your experience with us. As we clearly state in our Return Policy on our website, we cannot accept returns on underwear for hygeine reasons. We did try to reach out to better understand why you wanted to return the underwear, but you said you didn't want to disucss it. We are happy to discuss it further if you'll reply to us. Thank you.

Réponse de The Eczema Company

9 avr. 2026

Hello Iris - We spend much time monitoring the reviews on our own site and haven't dedicated time to reveiw Trustpilot reviews until now. So please forgive this reply. Unfortunately, the bra you returned was covered in what looked like white deodorent marks. We have photos from our returns team. Since it no longer was in new condition, we could not accept the return and we paid to reship them to you.

Réponse de The Eczema Company

9 avr. 2026

Hello Jean - I'm so happy to hear you found relief withour natural products for eczema. Finding a natural, gentle soap can make all the difference with hand eczema. Thank you so much for sharing your success with us!

Réponse de The Eczema Company

9 avr. 2026

Hello there -

We spent most of our time working directly with customers communicating with us via our store, store reviews and emails, so Trustpilot wasn't something we tracked until recently. So I am terribly sorry we missed this review until now.

Regarding the out of stock message, we do occassionaly run out of stock despite our very best efforts, running a small business is tough work, but we do have the option to sign up to be notified when an item arrives back into our warehouse. Most customers find this very helpful and I'm sorry if you didn't know about this feature or if you didn't find it helpful.

As far as the communication with our team, I do see that your messages were replied to in a timely manner.

I am truly sorry that you were unhappy with your experience.

Réponse de The Eczema Company

9 avr. 2026

Hello Jorge - I'm thrilled to hear you're loving your socks for sensitive skin. Thank you for sharing your positive experience with us!

Réponse de The Eczema Company

9 avr. 2026

Hi LB - This is so great to hear! Thank you for sharing your excellent experirence with us. We are thrilled you love your cotton pajamas.

Réponse de The Eczema Company

9 avr. 2026

Hello Emily - I'm truly sorry that you were not satisfied with your customer service experience. We had not been tracking our Trustpilot reviews until recently, as we focus mostly on reviews and emails coming directly from our store. But regardless, we missed this and we're sorry.

I do not have enough information to look up your order based on the details you provided in this review. So I'm very sorry that I cannot provide further insight. Our return policy does state that items must be in new conditiosn with all tags and packaging in order to be returned.

Even years later, I'd be happy to look into this further if you reach out to our customer service team again and ask for Jennifer. wecare@eczemacompany.com

Réponse de The Eczema Company

9 avr. 2026

Hi David -

First of all, I'm very sorry for the very late reply here. We focus our attention on reviews and emails directly from our store. Until now, we didn't receive notices about Trustpilot reviews. So we're going back through all comments and replying. I'm sorry yours was not responded to until today.

Regarding our return policy, that is correct. We do charge a return fee to cover the cost of return shipping and the fee to process the return at our warehouse. This fee can be waived if you exchange the item or accept a store credit. Our return policy and fees are clearly listed on our website. I'm very sorry if you did not see it before ordering.

It's very costly running a small business and we do not build these return fees into our product pricing in order to keep our products as affordable as possible.

With regard to the expedited shipping fee, without having more information about your order, it's hard for me to say what happened. Occassionaly there are weather issues that delay shipments or holiday processing times. However, in general, if the order did not ship in a timely manner from our warehouse, we will always refund shipping. You should not have to pay for an expedited shipment that was not expedited.