u/Longjumping_Air_2855

Hi! I’m from America and am trying to figure out how to process a return. Currently it seems as though this is not possible. My mom ordered a dress for $159 for me for my birthday, I had put in on my wishlist not thinking she would get it bc it is so out of the price range of what we would normally get. It’s a very expensive purchase for my mom. My birthday isn’t for a few days, but I saw the dress in her closet and got her excited and took it out only to see that she accidentally ordered the wrong size. I had my sister tell her and she tried to process the return but is getting told it’s outside of the window. My mom is not very technically saavy and was trying to do a nice thing. She’s emailed them 12 times and hasn’t heard anything except for an automated “sorry you’re out of luck!” message. Apparently their return window is 10 days? When I look online I have a hard time finding the return policy. I’m not sure what to do. It seems as though my mom is out $159 and selfishly I’m upset I won’t get a birthday gift that fits. I see online that there’s a 3-5 day delay in email response, is there any hope for us? It’s definitely been less than 30 days, which is what we assumed the return policy would cover.

Edit: I just want to add that my mom ordering the wrong size is obviously not the fault of the brand, it’s just frustrating because she was trying to get it early to have it on my birthday and when shipping from Australia sometimes it can be tough. That 10 day window would have been difficult to trust shipping would come on time while still being within the return window. Their email response is that they can’t make exceptions, but it’s tough bc I was never going see the product within the return window just because my mom was trying to have it on time for my birthday if that makes sense. Is there anything we can do?