Clothes Shrank after washing - seller doesn't want to know and paypal have denied my claim

GarlicMayo

Hi everyone I'm looking for some advice on what to do.

Here's what happened.  I bought some maxi dresses for my wife from an online UK based company using paypal to make payment.  She washed them by hand as per label instructions which said dry cleaning was recommended but gentle hand wash with cool water was ok too.  They immediately shrank.  The length of the dresses shrank substantially (more than 4 inches) and so too did the sleeve length.  The hem also looks horrible due to the shrinkage.  

I sent an email to the seller in which I complained the clothes had shrunk.  In the email I had estimated the length shrank by 2 inches as I hadn't taken measurements.  The reply was this was within margin of error.  I then measured and took photos then replied to their email telling them that I had only estimated it was 2 inches and was actually much more.  I attached pics showing the actual measurements.  The company ignored me.

I opened a dispute on paypal and today they denied my claim.  I feel they didn't look through the evidence I provided.  I'm at a loss now on what to do as I have been ripped off with faulty clothes that are not fit for purpose.  Please could someone advise what my next course of action should be.

Thanks.

born_again

Which UK based company?

Website link?

GarlicMayo

I can't post a link to it as my account is new but the company is called Damak and their site is their name with a co uk at the end.

Ms_Chocaholic

https://www.damak.co.uk/

GarlicMayo

That's the one Ms_Chocoholic

Brie

Not Damart?  they are quite reliable.  I suspect if it is damak they are trying to pretend to be legit.  (but I'm guessing)

the_lunatic_is_in_my_head

Simply cancel your contract, their terms on the website (which are appalling) mean you have 1 year and 14 days from the day after delivery to do so and they can not impose a reduction for handling.

All covered by my posts on this thread covering a similar situation:

https://forums.moneysavingexpert.com/discussion/6313195/item-shrunk-in-wash#latest

Caveats are to check the cancellation information given by email or on paper with the goods to see if the cancellation information is different to the website and also whether the value is viable to pursue and recovery is viable in the event of winning.

GarlicMayo

I've read the thread that you linked to (thanks). It seems you are advising action that follows the letter of the law and expects the seller to respect it.  Given Damak's radio silence since they told me they won't refund me I think this would be a long drawn out process.  The goods I bought were worth £35 + £4 delivery and if it involves small claims court I feel it would be not worth the time.  Perhaps I've misunderstood though. Alternatively, is there any other route I could take?

soolin

They do have quite comprehensive washing instructions and state that material is liable to shrinkage, and I think that might hinder you going forward. 

https://www.damak.co.uk/pages/size-style-care

I buy a type of dress from India in a rayon type material and fans of that brand know to buy the size larger to allow for shrinkage, Even after the first shrink wash I have to stretch the dresses after every single wash, however it is not something we are used to doing for high street clothes. You might try re washing and stretching the garments to see if that helps. 

GarlicMayo

soolin said:

They do have quite comprehensive washing instructions and state that material is liable to shrinkage, and I think that might hinder you going forward. 

Thanks for your reply.  I don't see any mention of shrinkage just size variation which this shrinkage is well beyond.  I've ordered clothes from them before and they've never shrank plus my wife is accustomed to care of clothes of this type.  She followed the care instructions and despite that the dresses look ridiculous.