Go outdoors Paypal returns

emoss

Hi,

I've recently ordered two pairs of shoes (different sizes) from go outdoors and paid by PayPal.

I'm going to want to return one of the pairs of shoes, but only after the order was placed that it is stated on an email you cannot return paypal orders to store (unlike Topshop etc) and instead have to pay £4.60 to return via collect +.

Unless I'm being blind I can't see anything about paypal on the returns page on the website. (Sorry I can't post the link due to being a new user).

Can I complain and refuse to pay the postage given that there is no obvious warning? I even went through the order process again to see if it warns you prior to clicking pay on paypal, but it says nothing.

On top of that the delivery was meant to be guaranteed by 6pm the next day (yesterday) and only arrived this morning to store for me to collect.

My other thought is to ring up and find out what happens if I don't collect from store and if there is an admin fee involved to get a refund if I don't collect.

Maybe it's petty over £4.60, but I would have just gone and got my card if I had been warned about the returns policy.

Any advice would be appreciated, thank you!

unholyangel

If you paid for a delivery service you didn't receive then you should be refunded. Although if it was - for example - next day delivery to store and it was delivered to the store but the store just didn't have time to process it, that might be a different story as the store is effectively just the delivery address where there is no face to face contact before the contract is concluded.

As for the paypal returns, do they tell you before ordering how to cancel, that you're liable for return postage costs etc and that you're able to return items to store? If so, then they would be the binding terms - they cannot add terms to a contract after it has already been agreed - and they are required by law to give you at least that much information before you enter into the contract.

If however they tell you how to cancel, that you're liable for returns postage etc and don't say you can return to a store, then they've advised how you need to cancel the distance contract and returning to store would be a bonus.

emoss

Thanks for the reply!

Firstly it only got delivered to store today as I could track it, and it was due to be delivered before 6pm yesterday to store.

I've gone back and read the website and for items bought online it states:
'Orders purchased online can be returned to one of our stores (other than our Hathersage store), through Collect+ and via Royal Mail or courier.

1.To Store

Please use our Store Finder to find your local store.

Please bring the delivery note with you.

If required, a refund will be processed to the original payment method.

If you paid by PayPal, our staff will process a refund through our Customer Services team.'

Which is contrary to the information on my order email.

That states :
'Payment Details
You have chosen to pay by PayPal.

GO Outdoors You have paid for your order using Paypal, you will not be able get a refund in store for this order - Please see our returns page for more information on how to return your order.'

So now there is contradictory information, I wonder if it's worth just emailing Go Outdoors customer service?

tomtontom

You can return PayPal orders to store, they call through to customer service and they do the refund. Or at least that was the case last week ...

You don't pay for delivery to store so not sure what your complaint is there.

unholyangel

As tomtom says, they're not saying you can't return to store. Just that they can't refund you in store and it must be processed by (what is presumably) their online team.

If you're really unsure, why not call the store you plan to return them to and ask for clarification? Just do a google search for the store name & the area dialling code (some retailers wont list local numbers on their website).

emoss

The delivery was just another issue of it being a pain, and just wishing I hadn't bothered ordering.

The way the email words it, in my opinion, it reads like you can't return something paid via paypal in store. The email could make it clearer, as I wouldn't expect to get the money there and then in store with paypal, or get an instant refund of cash etc.

It's great if I can return in store, but it's poorly worded in the email. I think I'll risk picking it up, as I really wanted the shoes and one size is now out of stock.

emoss

I can't really tell if this is sarcasm, or genuine concern about poorly worded returns policies?

unholyangel

emoss wrote: »

The delivery was just another issue of it being a pain, and just wishing I hadn't bothered ordering.

The way the email words it, in my opinion, it reads like you can't return something paid via paypal in store. The email could make it clearer, as I wouldn't expect to get the money there and then in store with paypal, or get an instant refund of cash etc.

It's great if I can return in store, but it's poorly worded in the email. I think I'll risk picking it up, as I really wanted the shoes and one size is now out of stock.

Perhaps send them an email and tell them that then? They might ignore it but you never know - could also report it to trading standards but one single complaint on a minor issue is unlikely to illicit a response from them.

emoss wrote: »

I can't really tell if this is sarcasm, or genuine concern about poorly worded returns policies?

If you're speaking about mr "everything is a big issue" (look at his posting history), he's spamming generic responses to threads in order to get his post count up - likely to advertise on the boards (which is why newbies aren't allowed to post links - because of spammers like him).

emoss

Thank you, I think I'll risk collecting them, and contact go outdoors if I have problems returning to store.

With regards to JOHNSMITHTHEMAINMAN, charming....still at least it wasn't sarcasm aimed personally at me for worrying over £4.60...