How to get my money back?

sonearandyetsofa

Have you specifically asked them how to use their free returns offer? Does it not provide instructions on their website?

Perhaps more importantly, do you have any reason to suspect that they're going to pretend not to have received the return and defraud you? If they've been established a few years there should be reviews, take a look at their bad reviews and see if any of them mention them refusing to refund for returned items. Make sure that when you contact them you use the details from the website, not any details provided on the emails.

Accidentally including additional items, not providing a packing slip and sending via Royal Mail 2nd class don't generally mean that they're fraudsters. It may only mean that they're trying to save money, or just plain trying to do too much work with too few staff.

It might be an idea to check if those additional items are an accident or not, it may be a special offer or something.

gym11

The items were nursing bras. They are from an online shop called nursing bra shop.

I found the website listed on the Boob to Bust directory. 

On the website it says they offer 'free returns' but there is no detail on how to do this.

Reviews on Trustpilot and Reviews.com seem very mixed - some excellent some with lots of problems and needed to claim money back. Sadly I didn't see all of these until after I'd ordered.

If anyone can advise further on what to do I'd be very grateful. Currently have over £100 worth of bras that don't fit me and I'd like my money back!

born_again

sonearandyetsofa said:

Have you specifically asked them how to use their free returns offer? Does it not provide instructions on their website?

Perhaps more importantly, do you have any reason to suspect that they're going to pretend not to have received the return and defraud you? If they've been established a few years there should be reviews, take a look at their bad reviews and see if any of them mention them refusing to refund for returned items. Make sure that when you contact them you use the details from the website, not any details provided on the emails.

Accidentally including additional items, not providing a packing slip and sending via Royal Mail 2nd class don't generally mean that they're fraudsters. It may only mean that they're trying to save money, or just plain trying to do too much work with too few staff.

It might be an idea to check if those additional items are an accident or not, it may be a special offer or something.

Provides full instructions.

Our Returns Policy

We operate a no-quibble FREE returns policy – it makes life easier for us and you! Here are some common questions and answers about our returns policy:

How long do I have to return items that do not fit or do not suit me?
You have 120 days from getting the delivery to get it back to us.


Can you help me pick a bra that it is unlikely that I will need to return?
Yes!! We find that it is much, much easier to get the right sized bra if you pick from one of our "flexible sized nursing bras". These nursing bras are designed to cover several sizes and have some big advantages. (YOU CAN ACCESS FLEXIBLE NURSING BRAS BY CLICKING ON THIS LINK) Namely:

a) Rather than you having to pick, for example, 34e, you might choose for example, a Medium. The Medium bra may cover several sizes. This means it is much easier to pick a size that fits right first time. We find that 95% of customers get the size right first time by picking from one of these bras.

b) In your feeding months, your size can change as your milk comes in or out. The fact that these bras cover several sizes means they are much more likely to remain comfortable.

We highly recommend, if you are not sure which size to pick, that you look at our "Flexible Sized Nursing Bras". Most our customers choose these nursing bras and they are available in sizes from 32-42 A-JJ Cups. Please click here to see these options. If you are a larger cup size we would recommend you choose either the Royce Blossom nursing bra or the Bravado Seamless Nursing Bra in XXL.

How do I return items?
There is a card in the box with your bras that you fill in requesting either an exchange or a refund. If it is an exchange, there is space in the card for you to request a new size or style.

Where do I send returns to?

Please send them to:

Keflavik Limited
Returns Department
Offices 5, 6 and 8
Floor 1
Sherwood House
Sherwood Road
Aston Fields Industrial Estate
Bromsgrove
B60 3DR


How can we check how good your return service is?
Are you a member of any Facebook breastfeeding groups? Or are you a member of Mumsnet or other Mums Social Media groups? If so...we STRONGLY URGE you to ask the question within those groups. Don't take our word for it....please ask the question within the group. You are likely to hear from some of our old customers!

Pollycat

gym11 said:

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). 

Did you ask about the free returns policy when they gave you the address to send the unwanted items back to?

user1977

It appears to be a legit UK long-established company, albeit a one-man operation:

KEFLAVIK LIMITED overview - Find and update company information - GOV.UK

flaneurs_lobster

born_again said:

Where do I send returns to?

Please send them to:

Keflavik Limited
Returns Department
Offices 5, 6 and 8
Floor 1
Sherwood House
Sherwood Road
Aston Fields Industrial Estate
Bromsgrove
B60 3DR

That is possibly the longest postal address I have ever seen...

gym11

Pollycat said:

gym11 said:

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). 

Did you ask about the free returns policy when they gave you the address to send the unwanted items back to?

Yes and I've received absolutely no reply. 

gym11

The address and information on the website doesn't explain how to get the FREE returns they advertise 

powerful_Rogue

gym11 said:

Pollycat said:

gym11 said:

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). 

Did you ask about the free returns policy when they gave you the address to send the unwanted items back to?

Yes and I've received absolutely no reply. 

When were the items delivered and when did you email them?

gym11

Items were delivered around 18th March (hard to know exactly as no tracking). I have emailed 3 times since then with no reply. 

I really need some advice - do I return the items and risk not getting a refund? Or should I return and then claim from PayPal?? Or my bank of they don't refund?