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Ref:
Dear Cristiane,
Thank you for getting back to us, and we’re truly sorry that we haven’t yet been able to provide you with the solution you were expecting.
We appreciate the photos you’ve shared with us; however, unfortunately, none of them constitute proof of postage. This document is required in order to open a parcel investigation with the carrier (in this case, UPS).
When checking the UPS tracking page using the return tracking number assigned to your order (s:www.ups.comack?tracknum=1ZRJ71069120349934loc=en_USrequester=STackdetails), we can see that the number is not active. This indicates that the parcel has not been sent or received by our warehouse. We also do not know why you didn’t receive a proof of postage email from UPS, but this confirmation is essential for us to verify that the package was sent back, and to process the refund.
As mentioned previously, we recommend contacting UPS directly to clarify what happened with your parcel and why the proof of postage was not provided, and to request a copy of it. Once you receive this document, please forward it to us, and we will be happy to process your refund without delay.
Thank you in advance for your cooperation and patience at this time.
Best regards,
Rita,
Tommy Hilfiger Customer Service
STORE LOCATOR
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