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Item shrunk in wash

I purchased a designer sweatshirt online, I used Klarna pay in 3 as payment method. 
Item was worn and washed according to instructions, 
long story it’s shrunk and I returned Item. Stating it had been worn, washed, and shrunk. 
They have replied saying it’s been returned without tags, worn and they won’t accept it back and they are returning it to me 
They also stated that they have spoke to Klarna and they agree with the shop
They only told them ut had been returned worn 😡 
They are now ignoring my emails and what’s app messages 😡 
«13456710

Comments

  • user1977
    user1977 Posts: 17,617 Forumite
    10,000 Posts Seventh Anniversary Photogenic Name Dropper
    What country is the "shop" in?
  • it’s it’s in Uk same country as me ty 
  • Penguin_
    Penguin_ Posts: 1,580 Forumite
    Fifth Anniversary 1,000 Posts Name Dropper
    Who is the retailler?
  • Zap clothing it’s a designer shop 
  • TELLIT01
    TELLIT01 Posts: 17,904 Forumite
    Tenth Anniversary 10,000 Posts Name Dropper PPI Party Pooper
    The problem for the OP may be in proving that they washed in accordance with the label.
  • Sandtree
    Sandtree Posts: 10,628 Forumite
    10,000 Posts Fourth Anniversary Name Dropper
    edited 18 November 2021 at 1:17PM
    You need to make it clear that you are returning the item as you are stating its faulty in that it shrank by an unacceptable amount... if you had it less than 30 days then you can state you are rejecting it, if its more than 30 days its up to the retailer to decide how to deal with the return (ie replace, refund).

    With this type of issue it can inevitably come down to a debate on if it was faulty or if its user error or within acceptable margins
  • My son buys a lot of designer gear I always wash according to instructions, as its to expensive to replace, 
    Hand wash or dry cleaners,  His motto is quality over quantity 
    The item is  also less  than 2 weeks old,  and cost  quite a bit of money 
  • JJ_Egan
    JJ_Egan Posts: 20,281 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    As you see the word Designer does not mean quality .
    Tell them you are returning under your Consumer Rights as not fit for purpose .

    Next step would be an LBA  letter before action/ claim google for templates .
  • Sandtree
    Sandtree Posts: 10,628 Forumite
    10,000 Posts Fourth Anniversary Name Dropper
    My son buys a lot of designer gear I always wash according to instructions, as its to expensive to replace, 
    Hand wash or dry cleaners,  His motto is quality over quantity 
    The item is  also less  than 2 weeks old,  and cost  quite a bit of money 
    Depending on exactly what you consider "designer" the chances are he is deciding marketing budget over quantity or quality. Durability, whilst often synonymous with quality, is a different dimension and one that should be considered if quantity is to be avoided (which it should be).

    Handwashing is good, dry cleaning is terrible on a number of fronts but the only option for some garments but still should be kept to a minimum with spot cleaning etc where possible... thankfully things like wool which may not be able to be handwashed doesnt hold smells and so can potentially go long spells between cleans. 
  • Returned item again and stated my consumer rights, 
    they still say they are not refunding,  and have a right to get it inspected by their supplier, 
    So now they have the top aswell as my money and seemingly I have to wait and see what the supplier says 
    any advice 
    thanks in advance 
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