Someone has lost my parcel yet I have to pay

Loose_Canon

The supplier is Under Armour. 
It is impossible to get in touch with them by phone or email. The phone is cut off . Emails are ignored. They generate a returns barcode with terms of carriage that does not cover loss in my experience 

nyermen

Loose_Canon said:

Hi
Sorry for the delay.
The returns barcode was generated by the retailer.  I am a domestic customer returning an item of clothing.  Weight 0.6kg, value £42.
It was dropped off at a Collect plus shop to be collected by FedEx.
I have a receipt from the shop but 
It has not been tracked since. The shop are not being helpful. Collect plus don't want to know either.
FedEx admit responsibility but as the value falls below their "terms of carriage" with a value according to them of less than £20  then I cannot make a claim. How any domestic  customer will know that is beyond me. 
I am appalled 

It's not your problem, as you didn't arrange the courier.  The retailer did, therefore, your part was complete when you handed it to their nominated agent (FedEx / a FedEx collection point etc). 

You need to get back onto the retailer, being clear that you have completed the return to their agent from your end and now expect the refund.  If they say they haven't received it, you say "your nominated agent has received it and I have a receipt accordingly.

Someone else will hopefully be along with more info - I think after X days they are required to refund you - so you could do a chargeback on your card (depending how you paid and who - eg. not paypal / another intermediary) on the basis of goods returned and not refunded.

nyermen

Loose_Canon said:

The supplier is Under Armour. 
It is impossible to get in touch with them by phone or email. The phone is cut off . Emails are ignored. They generate a returns barcode with terms of carriage that does not cover loss in my experience 

I don't believe they can pass liability for their agent onto you even if its in their T&C (as a consumer isn't it against consumer law?), but someone more knowledgeable on the forum can confirm.

sheramber

It was dropped off at a Collect plus shop to be collected by FedEx.

That may be the problem. The barcode may not be recognised by the fed-ex system

https://www.underarmour.co.uk/en-gb/returnlabel

I DON'T HAVE MY UPS RETURN LABEL
If you are unable to locate your return label, you can generate a new one free of charge which will be handled by UPS. If Simply log in to your account or as a guest below and follow the steps to print at home.

FeaturelessVoid

sheramber said:

It was dropped off at a Collect plus shop to be collected by FedEx.

That may be the problem. The barcode may not be recognised by the fed-ex system

https://www.underarmour.co.uk/en-gb/returnlabel

I DON'T HAVE MY UPS RETURN LABEL
If you are unable to locate your return label, you can generate a new one free of charge which will be handled by UPS. If Simply log in to your account or as a guest below and follow the steps to print at home.

Not quite.

UnderArmour allows parcel returns by FedEx to be dropped off at Collect+ locations.

They also allow UPS returns but there is no obvious way for the OP to be told to return a UPS parcel via Collect+ location.

https://www.underarmour.co.uk/en-gb/returnlabel?cid=AF_AWIN_UK_181013&utm_source=affiliate&awc=3279_1653525604_e3aa1b99a1b3d7e14fc03c521438b80a

And the OP did make it clear it was a FedEx return.

Loose_Canon

Update 

I have finally been able to get in touch with Under Armour who say they will refund the item within the week.

I don't know if this means they received the parcel but I suspect not but at least they looked after their customers.

I'm still amazed by the terms in the 8 page Fedex policy that I discovered online essentially meaning I was not covered for loss . If I read it correctly you're not covered for items less than £20 or more than £12 per kilo.

Unlike the Post office who always check the value perhaps FedEx and Collect plus should explain that to their unsuspecting customers .

grandadgolfer

Loose_Canon said:

Update 

I have finally been able to get in touch with Under Armour who say they will refund the item within the week.

I don't know if this means they received the parcel but I suspect not but at least they looked after their customers.

I'm still amazed by the terms in the 8 page Fedex policy that I discovered online essentially meaning I was not covered for loss . If I read it correctly you're not covered for items less than £20 or more than £12 per kilo.

Unlike the Post office who always check the value perhaps FedEx and Collect plus should explain that to their unsuspecting customers .

But your parcel was £42 so what that got to do with the less than £20

daveyjp

"Or £12 per kilo".

Its no surprise these issues happen.  I was on parcel hunt yesterday as I had a failed delivery, but no card.

The parcel was at the local sorting office, but the original courier hadn't logged it as a missed delivery which needed to be fulfilled by the PO the next day.