Skechers return lost in transit

fi64

Hi
I returned some trainers to Skechers via UPS as instructed. According to their tracking, the trainers should have arrived on 29th May. After checking daily, they were still 'in transit'. I messaged UPS (couldn't get through on the phone) and they have said the parcel is lost, and I need to get in touch with Skechers for them to claim. Having looked at reviews of Skechers since, people are having issues with getting refunds or getting any communication from Skechers recently, so I'm not looking forward to having to chase them. I sent them an email yesterday, but have no reply as yet. Just wondered what my consumer rights are? Should they refund me straight away as I have proof of sending the parcel?
Thanks for any advice

Spank

Did they arrange the return?

fi64

Spank - the return label was printed from my order page on the Skechers website. So, although I didn't contact them, they would see that it had been processed.

DoaM

They provided the returns label, ergo they contracted with UPS. If the parcel is lost then it is for Sketchers to chase, not you, as you have no contract with UPS. Sketchers cannot unreasonably withhold any refund pending receipt of the parcel ... the fact that it is in process of return (or been made available for collection, which is a related scenario) means that they must refund within 14 days of being notified. You sorting the returns label on their website will class as notification.

fi64

That's great DoaM - thanks for your help. I have emailed them with the details as this is the only current way of contacting them. Hopefully I will get a refund at some point! 

mattyprice4004

Just to echo the above, DoaM is spot on - with a label issued by the company, the onus is always on them to treat it as if the goods have landed back with them. 

It's why I'll always opt for a company providing a label (even if they deduct a few £ from the refund) - because it's on them if there's an issue.