amazon return to Slovakia

cardigancash

I recently purchased several footwear items from amazon to try on at home, I started a refund request for the ones which didn't fit and was shown that the only option available was for me to provide the postage and for amazon to reimburse me once the items were received (up to a maximum of £15.00) - when I saw the postage address they'd provided though, after googling, I discovered it was for their distribution centre in Slovakia.. I checked around and given the size and weight of what I'm returning, the cheapest I could possibly get the items back to them would be upwards of £50.00(!)

I certainly don't want to return the items at a loss of £35+ and then argue with amazon after the fact about getting my money back, nor do I want to wait out the time I'm entitled to a refund and end up stuck with items that don't fit me, which I'd have to sell at a loss on eBay - I have some vague notion that in situations like this companies are obliged to either 1) provide you with prepaid postage, or 2) provide you with a return address in your own country; I certainly know this is the case for amazon Marketplace sellers - does anybody know the facts on this/ what my rights are in regards to returning these items without paying excess postage?

(The items are all still in resellable condition and in the original boxes, and as of today it's 12 days since I placed the order, 4 days since I received the items)

Thanks

powerful_Rogue

I'm guessing this was purchased from a marketplace seller and not direct from Amazon?

What do the marketplaces terms and conditions state? Have you got a link?

I'm afraid you have got points 1 & 2 incorrect. If the T&C's state that you have to pay the return postage costs for a change of mind return, then that's on you i'm afriad. Also does it mention where you have to return the items to? Where is the seller based?

neilmcl

Are you sure your items were from Amazon UK? Can you provide the link?

theonlywayisup

Does this help?

https://www.amazon.co.uk/gp/help/customer/display.html?nodeId=1161010

International Return Policy

If you order from a Marketplace seller who dispatches from a location outside the UK, Amazon’s return policy requires that international Marketplace sellers must provide one of the following: 

• A return address within the UK
• A prepaid return label
• A full refund without requesting the item is returned

If a seller doesn't offer these methods to return your items, you may file an A-to-z Guarantee claim to seek help with your return.

mattyprice4004

I suspect you ordered from Amazon EU - this is quite clearly shown on the checkout page if this is the case. 
If you ordered from the EU, it's reasonable for you to cover the cost of return if you've changed your mind. 

JJ_Egan

OP post a link to the items.

red_boots2

Had similar before Christmas with something that needed to be sent back to China at a cost of £70. Do an online chat with Amazon and explain the problem. They should then tell you they'll cover it all and charge the seller.

neilmcl

mattyprice4004 said:

I suspect you ordered from Amazon EU - this is quite clearly shown on the checkout page if this is the case. 
If you ordered from the EU, it's reasonable for you to cover the cost of return if you've changed your mind. 

That's my suspicion too, particularly given the mention of a £15 reimbursement for refund costs.

However their T&C do state the following:

"For most Amazon Global Store items, you will be provided with a pre-paid UPS return label, which allows you to return the item(s) to any UPS drop-off point located across the UK. You can find your most convenient UPS location using the following link: UPS Dropoff Locations

However, please note that not all items are eligible for return to a UPS location and your return label may require you to return the item at your own expense. Amazon will automatically refund up to £20 for return postage costs (for items sold by Amazon US), and up to £15 for return postage costs (for items sold by Amazon EU). If your return shipping costs more than the automated refund amount you receive, please keep a copy of your return postage receipt."

I suggest the OP opens up a chat with Amazon to see whether or not they can use the UPS method of returns for the shoes.

neilmcl

red_boots2 said:

Had similar before Christmas with something that needed to be sent back to China at a cost of £70. Do an online chat with Amazon and explain the problem. They should then tell you they'll cover it all and charge the seller.

I don't believe there is a third party seller.

red_boots2

neilmcl said:

red_boots2 said:

Had similar before Christmas with something that needed to be sent back to China at a cost of £70. Do an online chat with Amazon and explain the problem. They should then tell you they'll cover it all and charge the seller.

I don't believe there is a third party seller.

Apologies. I was skim reading, bad habit!

cardigancash

Thanks for all replies, I'll try to cover everything:

The purchases in question were indeed from amazon EU, which appears to follow the general amazon.co.uk returns and refunds policy

In response to powerful_Rogue (apologies, I see no way to @ multiple users in one reply on these forums), surely this circumstance would be an 'item unsuitable' return, rather than a 'change of mind', as the issue is that they didn't fit and there's no way I could have known this before receiving them and trying them on? 

Also, amazon EU is based in Germany, making the return to Slovakia even more counterintuitive, although I understand that is not where they were shipped from

In response to mattyprice4004, I question your logic that it is 'reasonable' for me to cover the cost of a return when, just as a point of reference, orders I have placed with Zalando, another online retailer based in Germany and with an annual revenue about 1/10 that of amazon, always provides pre-paid postage for their returns whatever the reason; I think the issue here is amazon being a money-grubbing multinational that puts profit above customer satisfaction  

In response to neilmcl, Thank you for the T&Cs you posted, as this seems to suggest that they will reimburse costs above the automated amount with a receipt, but I'll take your advice and chat with customer service re: the UPS drop off method as this saves hassle

Does anybody happen to have a number known to work for a UK amazon customer service line? (If there even is one?)