Online store trying to say I can't return something

HarlemThorne

Hey,

I recently ordered 2 ties from Gucci, I ended up not needing them nor trying them on. So on day 14 since they arrived I went to package them up and realised there was no invoice in the box so I needed the order number but couldn't find the email with it.

So I emailed Gucci on the 29th (Item delivered 15th) and said I tried to return earlier in the week but needed the reference number but only got around to asking now (not that it was a problem because I knew it was 28 days, or 14 to cancel and 14 to return) my email saying 'I need the reference for my return) was my statement of intent to return.

But they gave me the number followed by (Bare in mind the reply was on saturday so 15 days after, but my email to tell them about the return was on day 14):
'We regret to inform you that we are not able to accept your request.
Merchandise may be returned/exchanged up to 14 (fourteen) days from date of delivery.

You order is XX and it was delivered Friday, March 15 2019.'

It even says on their return form 14 days to tell them and further 14 to return, also UK law. So i'm really confused and can't understand their response at all?

Can anyone advise? I paid with paypal credit so i'm sure that'll help me.

I haven't heard back from my follow up email of:
'I don’t have the tracking to hand but I’m sure it was delivered on the following Monday, please check. Also I have 14 days from delivery to inform you of my intent to return, which was done on the 29th (Day 14) and then have a further 14 days to return as per UK law and the leaflet enclosed in the package.

Please can you confirm as I already repurchased a Gucci tie in person and I am not keeping these.'

They allow returns in store so maybe I should just take it into a store tomorrow? Or should I just package it and drop it off at the DHL depot and any problems on receipt on the return I just contact paypal?

Any help would be great! I don't want to get stuck with 2 ties i'm never going to wear, especially at their price

mattyprice4004

What time of the day on day 14 did you message them?
If it was early fair enough, but if you’re talking midday / afternoon it’s pretty obvious it may not be picked up until the next working day.

Ultimately you need to take some responsibility if that’s the case - good luck!

shaun_from_Africa

As far as the regulations are concerned, it doesn't matter what time the seller was contacted.
Provided that the e-mail was sent before midnight on day 14 then this is enough to meet the requirements of the CCR's for requesting cancellation of the contract even if the seller didn't actually have an opportunity to read it until the next day.

Mr_Singleton

HarlemThorne wrote: »

ordered 2 ties from Gucci

I paid with paypal credit(

Well it made me laugh!

HarlemThorne

mattyprice4004 wrote: »

What time of the day on day 14 did you message them?
If it was early fair enough, but if you’re talking midday / afternoon it’s pretty obvious it may not be picked up until the next working day.

Ultimately you need to take some responsibility if that’s the case - good luck!

It was morning, but even so the time shouldn't count, its a major company and I messaged within 14 days?

shaun_from_Africa wrote: »

As far as the regulations are concerned, it doesn't matter what time the seller was contacted.
Provided that the e-mail was sent before midnight on day 14 then this is enough to meet the requirements of the CCR's for requesting cancellation of the contract even if the seller didn't actually have an opportunity to read it until the next day.

That's what I thought too, I should've contact before but unfortunately I was away. I'll reiterate this to them and hopefully they back down.

Mr_Singleton wrote: »

Well it made me laugh!

Any reason why? (Unless you're trying to be that typical forum guy who's like lol he buys gucci with credit, dw, it's paid off every month, I have more than enough money )

Paypal Credit is a smart way to pay for multiple online products, especially clothing where you may only keep a few things in said order.

unholyangel

Perhaps remind them its only 14 days starting the day after delivery if they complied with providing you the information required by paragraph (l) of schedule 2 in accordance with part 2 of the consumer contract regulations.

That requires you to be given certain information - such as the conditions, time limit & procedure for exercising the right to cancel - in a durable medium. Websites are not durable.

If they did not provide the info required by paragraph (l) of schedule 2 in accordance with part 2 then you have 14 days from them providing that information up to a maximum of 1 year & 14 days.