Hi Karin, thank you for sharing your feedback, and we're glad the design brought you joy.
As discussed via email, our hanging toiletry bags are made from structured, quality materials that hold their shape to protect what's inside and reduce sagging when hanging on the hook. Like most well-made bags when brand new, they can also feel firmer straight out of the packaging, before they've had any chance to flex with actual use. Full measurements are also listed on every product page to help you check it suits your needs before ordering.
We did look into this closely on our end, including reviewing our Refund Policy together, and stand by the product as true to its description. As a gesture of goodwill, we also offered an exchange for an alternative style, which we hope may still be of help. We're always happy to help customers find the right piece for their needs and can be contacted anytime at hello@mindfulmarlo.com.au.
Warm wishes,
The Mindful Marlo Team