Rights re failed return of goods.

Marvinmolar4

Hi MSE. Long time reader, first time poster!

I have what I think is an interesting problem.

I recently purchased two jackets from an online retailer on April 21st. The size guide on the website made me err on the side of caution and purchase 2 sizes of the same jacket, with the intention of keeping the best fit and returning the other one.

Paid by Clear Pay in 4 installments. First installment paid on both jackets in the knowledge that one would be refunded. Jackets arrived on 22nd April by Royal Mail 24 hour delivery (paid for by retailer).

Jackets tried on, one kept and the other returned. Website gives the address for returns and just says to send the goods back with a note on packing slip as to whether refund or exchange is required. Jacket taken to Post Office 24th April and sent via next day delivery (as worth over £50).

Message from Royal Mail next day that they couldn't deliver as no one was at returns address. Emailed company, no response. Called number on website, no answer so voicemail left, live chat isn't working on website.

Arranged re-delivery for next day, same again. No one there to take delivery of the return. And the same again today.  Have emailed company every day after failed delivery, still no response. Tweeted them, no response. Still no response on phone number and live chat not working. Meanwhile it looks like they continue to trade as you can still place orders via website.

Clearpay have accepted request to push back next payment to middle of May pending resoluton.

So, under distance selling regs, what are my rights if the retailer doesn't actually accept the return by virtue of no one appearing to be at returns address and customer service aren't responding to any queries.

Anyone come across this before?

Advice would be appreciated.

sheramber

Who is the company?

Is it a UK company?

Marvinmolar4

Sorry, should have also clarified that Clear pay seem to offer a resolution service if return is deliverd but no refund actioned, but not for an instance like this.

Marvinmolar4

It's Real Hoxton. Based in London. Looked legit.

The_Unready

So, as asked previously, what is the company's name?

born_again

https://www.realhoxton.com/

This one?

Marvinmolar4

@born_again. That's the one. Newbie status wouldn't allow me to post the link, or include it in a quote.

pinkshoes

Marvinmolar4 said:

It's Real Hoxton. Based in London. Looked legit.

They give no business address (other than a returns one) nor phone number and the only means of contact is an email (Live Chat doesn't work...) so it doesn't look overly legit to me.

Can't see any business of that type on Google Earth.

There is no information about the company.

I would go back to Clear Pay and speak to them and say that you have tried to return the item to the given address but it doesn't appear to exist and ask how you can get refunded.

Thrugelmir

London Casuals

https://www.londoncasuals.com/

Olinda99

Was the return address 7 Hessel St, Whitechapel, London E1, UK

Marvinmolar4

Hi. Yes it was. Looked on Google Maps and London Casuals does have a sign up at that address. Have also emailed the 2 email addresses on the London Casuals website. Phone number for London Casuals is also same as Real Hoxton (no answer).

Maybe it's a tiny operation and the person who runs it is off sick, but it's odd that you can still place orders. Unless they've gone out of business between my items being delivered and being returned, but then the website wouldn't be taking orders.

Thanks to everyone who replied. Will raise this odd case with Clear Pay in a couple of days if still no response and see what they say.

My return is now at Whitechapel Post Office ready for collection. Not much use to me as that's around 70 miles away. Worst case I guess I'd have to get it delivered back to me and sell it on ebay.