Pearly Ocean Handwoven Kala Cotton Maxi Dress

Dear Anna,

We wanted to address the very serious allegations made in your review and clarify what actually transpired, with full transparency and professionalism.

1. Shipping Origin — Clearly Disclosed
Our Shipping, Returns & Exchanges page (https://www.canvasandweaves.com/pages/shipping-return-exchange) clearly states at the very top that our products are made in India and shipped from India. This information has always been publicly available, and we have been fully transparent about our logistics from the outset.

2. Refusal to Clear Customs
In your case, the parcel reached your country and UPS contacted you for clearance. You declined to proceed due to the documentation and duty requirements. As a result, the shipment was classified as “Refused by Consignee.”

Once a parcel is refused, UPS follows its international return protocol:

The shipment is routed to a return processing facility,

Assessed for Return-to-Origin (RTO) feasibility,

And if return charges exceed the value or are not authorised by the consignee, the parcel is moved to bonded storage and subsequently destroyed as per carrier regulations.

At no point in this chain have we, the sender, received the parcel back.

3. Customs Duties — Country-Specific & Not Controlled by Us

Every EU country has its own duty and VAT regulations. These are government-mandated charges, not Canvas & Weaves fees. Once a shipment leaves our facility and enters the receiving country’s customs system, the communication regarding duties and paperwork happens directly between:

the recipient,

the courier (UPS), and

the customs authorities.

This is global protocol, and not something any retailer can override.

4. Courier Partner — Not a Small Operator
We ship through UPS and DHL, two of the most reputable international freight carriers. These are not small or unregulated couriers—they are industry leaders with highly standardised customs processes.

5. Refund Eligibility

As we also explained directly via email:
We process refunds only when the item is physically received back by us, as per our return policy and global e-commerce standards.

To date, your UPS tracking still shows the parcel as “In Transit – Return to Sender”, not delivered.
If you have a signed Proof of Delivery (POD) showing it was delivered to our facility, we request that you share it. We have not received the package.

6. We Ship Globally Without Issues
We ship across the EU, US, UK, Australia, Singapore and the Middle East regularly. Customs procedures vary by country, but thousands of clients complete the process smoothly. To place full blame on us for a customs refusal is, respectfully, misdirected.

We have been responsive and communicative with you at every step. However, customs duties and clearance documentation fall entirely outside our control.

Team Canvas & Weaves

Reply to your (Part 2)

Hi Anna,

We can assure you that your shipment has not reached back to us. Our courier partner has informed us that the parcel is either still held at their warehouse or may have been destroyed as per their protocol for refused shipments.

Regarding the pricing — here is the official brand website:
https://sg.wearesui.com/products/pearly-ocean-handwoven-kala-cotton-maxi-dress
You’ll see that the price is exactly the same as what we listed.

If the parcel eventually makes its way back to us, we are still very happy to process a refund for you.

We’ve always responded to your emails and have been transparent throughout. Tarnishing our reputation won’t help resolve the situation, we are here to assist you as best as we can within the limits of the courier’s policies. If you would like to discuss this further, please email us directly so we can resolve it constructively.