Oliver London (clothes brand) return rights and warning

ilonal

Hi there, I need advice on what my rights are in terms of returning purchased items to an international location. 
I purchased 5 items of clothing from Oliver London online. It was a pop-up advert on Instagram, their website looked very nice, and clothes were presented like they were of good quality with a nice discount due to the shop closing down. I purchased items on 10 December, £235 in total. 10 days later I still had no information on delivery and the links sent to me took me to a Chinese tracking website and showed me that my items were in China and not moving anywhere. I contacted them.  After days of waiting, I got a response that they were coming. Just before Christmas I received one package and right after Christmas another, with one item still needed to be delivered. I was shocked by the quality of what I received. None of the items (two jackets, jumper and two pairs of shoes) had any labels, they were all made really badly and did not match any of the descriptions on the website (e.g. winter jacket for freezing cold is made of a really thin material). It was really bad. 
I contacted them again questioning the quality and asking for instructions to return the items. They respond that they moved production recently to China due to high costs in the UK. And the return I need to send to China. I noticed on their packaging that the return address was in the UK, which I questioned again. They said that they moved now to China and I needed to return it to China and I needed to cover the cost. 
Mind that I am still waiting for the last item. 

What are my options? I am afraid that if I send the items back, I will never see the money back. Can I demand that I return the items to the  UK return address on their packaging? Is there anything I can do to make sure I get the money back? 

I am afraid it's a big scam. They have loads of negative reviews on Trust Pilot and I wish I was wiser and looked them up first. 

Any help will be greatly appreciated. 

Kind regards 

[Removed by Forum Team]

P.S. And stay away from Oliver London. 

DullGreyGuy

If you look on the bottom of every page it shows their contact address is Hong Kong and they have a French mobile phone as their contact number

Unfortunately plenty of other clues that this is clearly an overseas company... in fairness to them, there is nothing that claims they are UK based, they just say their clothing is inspired by the energy of London.

The chances of getting monies back from them is slim, most of these operators will offer a 50% discount for you to keep the items. If you do post them back it's normally very expensive and tracking rarely shows them actually delivered. 

Pollycat

There's lots of similar posts on here about companies advertising on Instagram and Facebook.
I always check out the following pages on a website that I've not bought from before:
About us
Contact us
Shipping policy
Returns policy

It's a bit late for you this time but hopefully your experience will help family & friends and posters on here avoid a similar mistake.

soolin

The ‘shop closing down’ headline is the clue they are dodgy. In the past year or so Facebook has become inundated with sponsored ads for shops that are supposedly closing down, none of which of course have actually ever traded for more than a few weeks at most , but trying to get people to hurry and buy things. Most images are stolen from authentic websites and any testimonials are fake.

I’m sprry OP but I suspect your chance of a refund is non existent, I would just keep,pressing them until you can get some sort of goodwill gesture out of them. 

Lavender_woman

I too received two 'sweaters' from Oliver London.
The items were not as advertised. Merely photos of knitting on inferior garments , not knitted items.
I underpants that returns if I don't want the goods are 'customer pays postage' but these are clearly nothing like the websites.
What is my redress?

sheramber

ARTICLE 18 - APPLICABLE LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of United States.

https://oliver-london.com/pages/terms-of-use

DullGreyGuy

sheramber said:

ARTICLE 18 - APPLICABLE LAW
These Terms of Service and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of United States.

https://oliver-london.com/pages/terms-of-use

Which is as bad as saying "UK"... each state has its own laws. 

Lavender_woman said:

What is my redress?

Speak to the bank that you used to pay them @lavender_woman, its likely you will have to return them at your expense to then be able to do a chargeback but because they'll never show as returned its not guaranteed. 

tomruth78

I fell for the website and it's a total scam, advertising products then sending out inferior ones from overseas.  I have however just received an email saying I am getting a full refund.  I used letters from Which and am happy to post my responses to them which got a full refund without sending the god awful item back with a cost to me.

I will def be looking at About Us on the websites that I am not sure about in future.

Pollycat

tomruth78 said:

I fell for the website and it's a total scam, advertising products then sending out inferior ones from overseas.  I have however just received an email saying I am getting a full refund.  I used letters from Which and am happy to post my responses to them which got a full refund without sending the god awful item back with a cost to me.

I will def be looking at About Us on the websites that I am not sure about in future.

...as well as

Pollycat said:

I always check out the following pages on a website that I've not bought from before:
About us
Contact us
Shipping policy
Returns policy

DullGreyGuy

tomruth78 said:

I will def be looking at About Us on the websites that I am not sure about in future.

Dont even need to do that on this site, just scroll to the bottom of any page and it clearly states they are HK based and a non-UK telephone number. This one isn't even a co.uk website but anyone in the world can buy a .uk domain name. 

northeast22

@tomruth78 my Mum fell for this website as well and had tried to return the items. They are stuck in customs as Oliver London gave some incorrect information and won't help to collect them.

Could you share your responses that helped you get a full refund? Which letters from Which did you use? Any help would be appreciated!