Vent/Warning - BrandAlley

miss_independent

I shopped from the BrandAlley website for the first time last week, ordering a pair of Hunter Wellington boots. On the website it was advised to get a size down from your usual size which is what I did, but when they arrived, they were too small. I had already checked that you were able to return them but I have only found out today that, unlike most catalogue and internet shopping companies, BrandAlley make the customer responsible for the postage cost of returning the package. This is despite paying £6.99 for delivery (which can take up to 28 days!!!). Also, the courier damaged the box (big hole in it and all bashed) by throwing it over a seven foot high wall into the back garden as no one was in when the package arrived. BrandAlley says on their website that they may not refund the original delivery charge if the package is damaged and it is the Hunter box which is damaged. So it looks like I have lost the original delivery charge as well as the postage I have to pay for returning the wellies. God knows how much it is going to cost to return, the box is huge and the boots are very heavy.

I know I should have perhaps researched it better but this is the first time I have known a company to not allow free returns. I thought they would provide a label to be printed off and attached to the package for free returns. This makes me wary about internet shopping in future.

balmk

A lot of companies don't do free returns.

If you are cancelling your contract with BrandAlley under the Distance Selling Regulations (you need to advise them that you are doing so in writing within 7 days of receiving the item) then they must refund the full purchase price including delivery costs.

You should also make them aware that the box is damaged due to the courier not taking care of it - you were not given the option to inspect the goods prior to agreeing to recieve them as they were left in your back garden and no signature was requested.

Please don't be put off from shopping online - for every poor retailer/experience there are many good ones.