Zalando refusing refund

83SW83SW

Hi all,

I placed an order with Zalando for 4 items. On receipt, 3 of them were unsuitable so I arranged a return with Zalando using Hermes to collect these items. Please be advised I returned the three items in one sealed plastic envelope.

On Monday I received a refund for one item and was advised that any other items would be refunded within 48 hours. However this did not happen so I contacted Zalando. They claimed initially that only one item had been received until I advised that all items had been returned in one parcel and sent them proof that Hermes had delivered the parcel intact and undamaged. They then stated that the items had been booked incorrectly by warehouse staff and requested I complete a legal declaration that I had returned all three items. Whilst I would have done this if the items had been lost in transit or such but as I have email proof that the items had been booked in wrong by warehouse staff, I did not see why I should complete a ‘legal’ declaration. They stated unless I did they could not provide me with a refund. I therefore opened a case with PayPal, which I had paid for these items with. I the. received further communication from Zalando basically saying that unless I closed my PayPal case that they would make it as difficult as possible for me to obtain a refund (which I have email proof of).

Whilst I will allow PayPal to deal with this, I will have to wait until the end of December for a resolution. Considering the refund is in excess of £150, I don’t really want to have to wait for PayPals decision.

Any advice or suggestion on how to resolve this matter will be greatly appreciated.

k3lvc

83SW83SW wrote: »

Hi all,

I placed an order with Zalando for 4 items. On receipt, 3 of them were unsuitable so I arranged a return with Zalando using Hermes to collect these items. Please be advised I returned the three items in one sealed plastic envelope.

On Monday I received a refund for one item and was advised that any other items would be refunded within 48 hours. However this did not happen so I contacted Zalando. They claimed initially that only one item had been received until I advised that all items had been returned in one parcel and sent them proof that Hermes had delivered the parcel intact and undamaged. They then stated that the items had been booked incorrectly by warehouse staff and requested I complete a legal declaration that I had returned all three items. Whilst I would have done this if the items had been lost in transit or such but as I have email proof that the items had been booked in wrong by warehouse staff, I did not see why I should complete a ‘legal’ declaration. They stated unless I did they could not provide me with a refund. I therefore opened a case with PayPal, which I had paid for these items with. I the. received further communication from Zalando basically saying that unless I closed my PayPal case that they would make it as difficult as possible for me to obtain a refund (which I have email proof of).

Whilst I will allow PayPal to deal with this, I will have to wait until the end of December for a resolution. Considering the refund is in excess of £150, I don’t really want to have to wait for PayPals decision.

Any advice or suggestion on how to resolve this matter will be greatly appreciated.

You can reolve it easily by filling in the legal declaration they're asking for. What's your reason for not wanting to complete it ?

waamo

I hate to say but Paypal is likely to be the quickest resolution.

83SW83SW

The reason I am unwilling to complete the legal declaration is owing to the retailer admitting fault (of which I have proof).

k3lvc

83SW83SW wrote: »

The reason I am unwilling to complete the legal declaration is owing to the retailer admitting fault (of which I have proof).

And the moral high ground is great but you asked how to get your money back quickly - they've given you the option

83SW83SW

k3lvc wrote: »

You can reolve it easily by filling in the legal declaration they're asking for. What's your reason for not wanting to complete it ?

k3lvc wrote: »

And the moral high ground is great but you asked how to get your money back quickly - they've given you the option

Ok. Thank you.

It obviously concerns me somewhat that it is supposedly a legal document especially since the retailer has admitted fault. I don’t wish to be held accountable for something that was not my fault.

unholyangel

83SW83SW wrote: »

Ok. Thank you.

It obviously concerns me somewhat that it is supposedly a legal document especially since the retailer has admitted fault. I don’t wish to be held accountable for something that was not my fault.

They presumably already have it in writing from you that you returned all the items - so if their aim was to try and claim you were acting fraudulently, they already have something they could use for that.

The statutory declaration just makes it a bit more formal, that you're willing to sign a statement declaring xyz to be true.

Manxman_in_exile

Asking for a "statutory declaration" seems a bit over the top. Who pays for it? (Fees of £5 or £10 are often mentioned but I bet it'd be more than that...)


OP - when you say "...'legal' declaration..." what do you mean? Have they simply sent you some sort of form asking you to confirm in writing that you put everything in one parcel and returned it to Zalando?


If that's the case I see no problem if it's true. You can't in any way be seen to be accepting responsibility for their warehouse handling in doing so. (If you've got an email where they accept it's their fault, attach it to the form and refer to it on the form).


I can't see the need for swearing a statutory declaration.