Order never arrived and emails were ignored
I placed an order for three items at the end of July and paid for it on the same day. The order was dispatched, but it never arrived.
I sent several emails to ecru.es asking what was happening, but I never received any response. I then called the physical store during the second week of August. They apologised for the situation, said they would look into it, and promised to get back to me by email. Nothing happened.
Later, I was able to find out that the order was being held by Portuguese Customs. At the end of last week, I sent another email asking for information, in particular the invoice, as otherwise the parcel was at risk of being returned to the sender. Once again, I received no response.
Today, I was informed that the parcel is going to be returned to Ecru.
In view of the above, which I deeply regret, I have already sent an email informing them that, given the amount of time that has elapsed, I am no longer interested in receiving the order. The complete lack of response to my emails also contributed to this decision, which is now irreversible.
I therefore expect Ecru to refund the full amount paid for the order once they receive the returned parcel.
I sincerely hope they do not fail to do so this time.
Everything I have stated here is fully documented in the emails exchanged with Ecru.
UPDATE MESSAGE FROM 09/09/2026 Good morning,
Thank you for the clarifications provided. I confirm that I have now received a refund of the amount I had paid for the order.
It is a pity that the diligence you have shown at this final stage was not the same throughout the month of August, without wishing to call into question what you have told me.
I accept that what you have stated is true; however, as you will understand, my experience was not satisfactory.
Nevertheless, I would like to acknowledge the seriousness and promptness you ultimately demonstrated in resolving the matter, particularly by refunding the amount in question.
Thank you.
Reply from ECRU
Thank you for your review. We sincerely apologise for not replying to your emails as promptly as we should have. Although we were actively following up on your shipment with the carriers and customs authorities, we recognise that we should have kept you informed throughout the process.
Your full refund of €179 has already been processed. The funds will reach your account within the timeframe stated in the purchase conditions accepted when the order was placed, subject to your payment provider’s processing times.
This incident arose because CTT did not correctly apply the customs and VAT procedures in force since 2021. ECRU had already collected and paid the VAT due on your purchase, yet the parcel was held for further verification. We will now have to request reimbursement of the VAT already paid from the Portuguese Tax and Customs Authority.
This was not caused by a lack of action on our part. As our records show, we carried out several follow-ups concerning shipment CP521751627ES while trying to resolve the matter despite the limited response from the postal operator.
We have operated online for eight years, have four physical stores and had not previously experienced problems of this scale. In recent weeks, dozens of orders have been affected by how DHL and CTT are applying the new customs procedures. We are a small team of ten people and this situation coincided with staff sickness and previously scheduled holidays. This explains some of the delay, although it does not excuse our lack of communication.
To provide a permanent solution and reassure our customers, we are establishing an operational base in Madrid. Future EU orders will therefore be dispatched from mainland Spain, avoiding the special customs procedures that apply to the Canary Islands, which are outside the EU VAT territory despite being part of Spain and the European Union.
We sincerely regret the inconvenience caused, thank you for sharing your experience and confirm once again that your refund has already been issued.
