Personalised item not as described

kathrynha

Wanting some advice please.


Bought a personalised hoody which the size guide said the chest was so many inches. The hoody doesn't fit, and on measuring it is 3inches smaller than the size guide indicates.


I know the rules on personalised items is different from other items, but should I be able to get it replaced free in a larger size?


Tried to look online, but all I could find is if it's faulty. It isn't faulty, as it is a perfectly good hoody, just too small.


Thanks

sjbrun

What did they say when you explained this to them and asked to change it for a larger size as the sizing is different?

kathrynha

sjbrun wrote: »

What did they say when you explained this to them and asked to change it for a larger size as the sizing is different?

It was a friend that ordered it, and she will be contacting them today. I just want to get the heads up on what our rights are in this situation.

martinsurrey

kathrynha wrote: »

It was a friend that ordered it, and she will be contacting them today. I just want to get the heads up on what our rights are in this situation.

It must be as described.

The exact details of what the website says is important, but the main theme is that the product must match the description.

kathrynha

martinsurrey wrote: »

It must be as described.

The exact details of what the website says is important, but the main theme is that the product must match the description.

So smaller than the sizing guide and we should get a free replacement? Thanks

neilmcl

kathrynha wrote: »

So smaller than the sizing guide and we should get a free replacement? Thanks

It depends, what exactly does it say in the size guide. For example, I know if I bought a large top in say, Fat Face it would fit but in some shops a large is way too small.

It would help if you mentioned the website in question?

kathrynha

neilmcl wrote: »

It depends, what exactly does it say in the size guide. For example, I know if I bought a large top in say, Fat Face it would fit but in some shops a large is way too small.

It would help if you mentioned the website in question?

The size guide gave chest measurements in inches, but the top is 3 inches less than the size guide indicated

neilmcl

kathrynha wrote: »

The size guide gave chest measurements in inches, but the top is 3 inches less than the size guide indicated

In which case, regardless of the fact it's been personalised the top is not as described and you (your friend) are entitled to a full refund.