How to get my money back?

gym11

I purchased some clothing items from an online shop.They arrived after a short delay but I was a bit surprised to find them sent by standard royal mail second class (not tracked or signed for) as they were over £100 worth of goods. There was no packaging slip or paperwork inside and some of the items sent were different to ones I ordered (all the ones I ordered were there but there were additional items too). I had an email from a personal email address telling me the order would be delayed and apologising - it seems this was sent by the owner.

I need to return some of the items as they don't fit. The website says they offer 'free returns'. However when I've asked the company how to return them I've simply been told to send them to an address - no mention of how to get the 'free returns' (ie I have to pay the postage). I will reluctantly do this but I'm now concerned I'm not actually going to get a refund at all and I'm very suspicious of the online shop. If I send the items back how do I prove I've actually returned them - I could provide proof of postage but is that enough?? The value of goods to return is relatively high (over £100) and I really need the money back.

I paid on my debit card via PayPal. As far as I understand PayPal will only refund if the goods don't arrive or aren't as described -neither of which apply. 
 

Olinda99

who are the online shop ?

powerful_Rogue

As above, who is the online shop and how did you find them?

Ms_Chocaholic

You can send them via RM Tracked 48 for about £3.40 if your parcel weighs under 2kg, with Tracked 48 you are insured for up to £150 I think.

gym11

The company is an specific underwear company. I don't want to say the band in case it causes problems...but imagine a company that just sells socks. It's been established for a few years. I found it via Google.

I realise I could send them back via royal mail tracked but how would I prove that I actually sent the products if the company claims not to receive them? The tracking would only show I sent a parcel not what was actually inside 

savergrant

'I need to return some of the items as they don't fit'

Unless you got the size of your feet wrong that would seem to fit not as described.
What was the free return statement you saw?
Since they will need to arrange return of the items sent by mistake it shouldn't be a major problem to add on the items that don't fit, just make sure you include paperwork to show which items you paid for and which ones you didn't. Alternatively come to some arrangement about keeping some of the items they sent by mistake instead.

Grumpy_chap

savergrant said:

'I need to return some of the items as they don't fit'

Unless you got the size of your feet wrong that would seem to fit not as described.

Well, not necessarily as I often find that my size in shoes can vary between two sizes depending on the brand or even just the "fit" between one style and another, or time of day / temperature when trying on.

However, the OP seems to be taking about socks, which tend to have a size range in most cases, for example "size 9 -12" so there is not a precise fit.

Is the OP really talking about socks, or just something we could imagine to be like socks? 
It is just over £100 is quite a lot to spend on socks.  That is either a very expensive pair of socks or a lot of pairs of socks.  Maybe there ae socks with some medical feature inbuilt (like insoles or compression) or maybe for some specific sports performance claim.

gym11 said:

they were over £100 worth of goods.
The value of goods to return is relatively high (over £100) and I really need the money back.

gym11 said:

The company is an specific underwear company. I don't want to say the band in case it causes problems...but imagine a company that just sells socks. 

I really think that the forum could provide better advice for the OP if the OP ceased being so secretive about what they purchased and from where.

gym11 said:

I purchased some clothing items from an online shop.They arrived after a short delay but I was a bit surprised to find them sent by standard royal mail second class (not tracked or signed for) as they were over £100 worth of goods. There was no packaging slip or paperwork inside and some of the items sent were different to ones I ordered (all the ones I ordered were there but there were additional items too). I had an email from a personal email address telling me the order would be delayed and apologising - it seems this was sent by the owner.

I need to return some of the items as they don't fit. The website says they offer 'free returns'. However when I've asked the company how to return them I've simply been told to send them to an address - no mention of how to get the 'free returns' (ie I have to pay the postage). I will reluctantly do this but I'm now concerned I'm not actually going to get a refund at all and I'm very suspicious of the online shop. If I send the items back how do I prove I've actually returned them - I could provide proof of postage but is that enough?? The value of goods to return is relatively high (over £100) and I really need the money back.

I paid on my debit card via PayPal. As far as I understand PayPal will only refund if the goods don't arrive or aren't as described -neither of which apply. 
 

gym11 said:

The company is an specific underwear company. I don't want to say the band in case it causes problems...but imagine a company that just sells socks. It's been established for a few years. I found it via Google.

I realise I could send them back via royal mail tracked but how would I prove that I actually sent the products if the company claims not to receive them? The tracking would only show I sent a parcel not what was actually inside 

savergrant

Exactly. In my experience most men's socks fit sizes 7-11. While my feet are at the upper end of that range I've never found a pair that didn't fit, although I usually go for size 12 in walking boots as size 11 with thick socks can be a little tight in hot weather.
It's hard to know how socks can not fit unless they are too small or far too big....

sammyjammy

OP is not talking about socks, that was an example of a shop that might sell a singularly type of item, I believe the op purchased underwear?

Without the name I don't really think anyone can advise, I was thinking Bravissimo in which case yes it sounds dodgy but if its an online ETSY seller not so much.

Grumpy_chap

sammyjammy said:

OP is not talking about socks, that was an example of a shop that might sell a singularly type of item, I believe the op purchased underwear?

Well, it started out as "clothing".
Then became "underwear" and then "socks".
I consider socks to be a category of underwear.
Even for other underwear items, £100 would be a rather expensive spend so you would expect companies offering to have proper store fronts (including online) and proper returns processes.
Are we maybe talking something similar to a LuLuLemon sportsbra?

born_again

gym11 said:

The company is an specific underwear company. I don't want to say the band in case it causes problems...but imagine a company that just sells socks. It's been established for a few years. I found it via Google.

I realise I could send them back via royal mail tracked but how would I prove that I actually sent the products if the company claims not to receive them? The tracking would only show I sent a parcel not what was actually inside 

It will not cause problems.
I wonder is this another purchase via social media link? In which case it odds on will not be a UK company.

So please link to the site. So people can look at T/C etc.