Arture Lights Amsterdam - Scam - Can I reclaim my money back?

Ethannordstrom

Last August, I purchased 3 'cloud' lights from a website called Arture Lights Amsterdam costing €299.85 which took several weeks to arrive. When I finally received them, they couldn't be far from the pictures/description. The quality is dreadful and they resemble plastic bags with a light fitting inside. When I contacted the company directly, I was told to provide photos etc and after several emails back and forth I was told that I could return the items for a refund but that I would have to pay the postage. So I sent the lamps to China (I had no idea this is where they had originally come from as the website shows Amsterdam) and dutifully paid over €30 for track and trace postage. Once the item had arrived in China, I contacted the seller again to ask for my refund. They told me that the lamps were stuck in customs and that I would have to pay the fee to have them released and until then, the refund would not be issued. So once again, I went to the post office only to be told that it is not possible and it is the responsibility of the receiver to pay these costs. I contacted the company again and again to inform them of this and the response I received every time was 'unfortunately, the packages are still awaiting customs clearance fees, for which must be paid by the customer...' Last week I received the lamps back all the way from China. I'm out of pocket by over €330 and don't know how I can proceed further. 
I appreciate any advice anyone can provide.
Thank you

Grumpy_chap

Ethannordstrom said:

Last August, I purchased 3 'cloud' lights from a website called Arture Lights Amsterdam costing €299.85 which took several weeks to arrive. When I finally received them, they couldn't be far from the pictures/description. The quality is dreadful and they resemble plastic bags with a light fitting inside. When I contacted the company directly, I was told to provide photos etc and after several emails back and forth I was told that I could return the items for a refund but that I would have to pay the postage. So I sent the lamps to China (I had no idea this is where they had originally come from as the website shows Amsterdam) and dutifully paid over €30 for track and trace postage. Once the item had arrived in China, I contacted the seller again to ask for my refund. They told me that the lamps were stuck in customs and that I would have to pay the fee to have them released and until then, the refund would not be issued. So once again, I went to the post office only to be told that it is not possible and it is the responsibility of the receiver to pay these costs. I contacted the company again and again to inform them of this and the response I received every time was 'unfortunately, the packages are still awaiting customs clearance fees, for which must be paid by the customer...' Last week I received the lamps back all the way from China. I'm out of pocket by over €330 and don't know how I can proceed further. 
I appreciate any advice anyone can provide.
Thank you

The customs fees are probably not really a scam.

How did you find the company and under what legal jurisdiction does the terms and conditions state the purchase is under?

powerful_Rogue

Ethannordstrom said:

Last August, I purchased 3 'cloud' lights from a website called Arture Lights Amsterdam costing €299.85 which took several weeks to arrive. When I finally received them, they couldn't be far from the pictures/description. The quality is dreadful and they resemble plastic bags with a light fitting inside. When I contacted the company directly, I was told to provide photos etc and after several emails back and forth I was told that I could return the items for a refund but that I would have to pay the postage. So I sent the lamps to China (I had no idea this is where they had originally come from as the website shows Amsterdam) and dutifully paid over €30 for track and trace postage. Once the item had arrived in China, I contacted the seller again to ask for my refund. They told me that the lamps were stuck in customs and that I would have to pay the fee to have them released and until then, the refund would not be issued. So once again, I went to the post office only to be told that it is not possible and it is the responsibility of the receiver to pay these costs. I contacted the company again and again to inform them of this and the response I received every time was 'unfortunately, the packages are still awaiting customs clearance fees, for which must be paid by the customer...' Last week I received the lamps back all the way from China. I'm out of pocket by over €330 and don't know how I can proceed further. 
I appreciate any advice anyone can provide.
Thank you

Did you pay using credit card by any chance?

Failing that, I think you're going to be out of luck. Looks like they had a site called Kingsley Lights before this that they shut down.

DullGreyGuy

Grumpy_chap said:

Ethannordstrom said:

Last August, I purchased 3 'cloud' lights from a website called Arture Lights Amsterdam costing €299.85 which took several weeks to arrive. When I finally received them, they couldn't be far from the pictures/description. The quality is dreadful and they resemble plastic bags with a light fitting inside. When I contacted the company directly, I was told to provide photos etc and after several emails back and forth I was told that I could return the items for a refund but that I would have to pay the postage. So I sent the lamps to China (I had no idea this is where they had originally come from as the website shows Amsterdam) and dutifully paid over €30 for track and trace postage. Once the item had arrived in China, I contacted the seller again to ask for my refund. They told me that the lamps were stuck in customs and that I would have to pay the fee to have them released and until then, the refund would not be issued. So once again, I went to the post office only to be told that it is not possible and it is the responsibility of the receiver to pay these costs. I contacted the company again and again to inform them of this and the response I received every time was 'unfortunately, the packages are still awaiting customs clearance fees, for which must be paid by the customer...' Last week I received the lamps back all the way from China. I'm out of pocket by over €330 and don't know how I can proceed further. 
I appreciate any advice anyone can provide.
Thank you

The customs fees are probably not really a scam.

How did you find the company and under what legal jurisdiction does the terms and conditions state the purchase is under?

No stated jurisdiction but another one talking about the "entrepreneur"'s discretion etc. 

Claim to be a LLP incorporated in UK by a dutch chap however they state their payment processor is in Hong Kong which probably tells you where they really are.  

born_again

https://arturelights.com

Company name: Witteveen Commerce LLP
Chamber of Commerce number: OC446864
Physical Address: 37 Kinburn St, London, London, SE16 6DW, United Kingdom
Email-Address: info@arturelights.com
Telephone number: +44 330 822 3772

Which is a house.
So looks like a drop shipper.