Return lost by Royal Mail

cherryblossom96

Hi, 

I returned some clothing to an online retailer, Odd Muse, through their returns system which allows you to select the courier and generates a QR code for you for that courier. The return postage does get deducted from the return but I didn’t organise the return myself (and as such didn’t get to chose the service or insurance level). I selected Royal Mail as it is closest to me and they have lost the item.

I have tried to contact Odd muse but am getting no response. I checked their Terms and Conditions and they say that they don’t accept lost returns.

I also won’t get all my money back by claiming from Royal Mail as I was given the 48 hour service but is only insured up to £150, but I don’t even think I can claim as I didn’t pay Royal Mail in the first place.

What can I do in this situation? I don’t want to be out of pocket. 

born_again

Yet another shopify site that has zero bricks & mortar or phone number. Yet a supposed to be high end international retailer.

At least registered on companies house
https://open.endole.co.uk/explorer/postcode/cm15-8qf

What was the reason for the retuen?

Ergates

cherryblossom96 said:

Hi, 

I returned some clothing to an online retailer, Odd Muse, through their returns system which allows you to select the courier and generates a QR code for you for that courier. The return postage does get deducted from the return but I didn’t organise the return myself (and as such didn’t get to chose the service or insurance level). I selected Royal Mail as it is closest to me and they have lost the item.

I have tried to contact Odd muse but am getting no response. I checked their Terms and Conditions and they say that they don’t accept lost returns.

I also won’t get all my money back by claiming from Royal Mail as I was given the 48 hour service but is only insured up to £150, but I don’t even think I can claim as I didn’t pay Royal Mail in the first place.

What can I do in this situation? I don’t want to be out of pocket. 

From a rights perspective - if the retailer arranged and paid the courier (RM in this case), then any problems that occur with delivery are their problem not yours, and they should refund you.  They can write what they like in the T&Cs, but they have no legal right to not accept "lost returns" when they're the ones organising the courier.

You also have no contract with RM, so cannot, claim from them, and it's not your responsibility to do so anyway - it is the retailers.

When you handed the parcel over (at the post office?) did you get a receipt  (or some other proof of postage) ?

Contact them - by email and/or by mail (Whitegates Business Centre Alexander Lane, Shenfield, Brentwood, England, CM15 8QF - is their address with companies house) saying that as you have handed the parcel over to their courier then as far as you are concerned they have received it and you expect your refund to be process as soon as is possible.

This does look like an actual UK company (maybe a drop-shipper), so they will be reachable by UK authorities too.