Returning online order when retailer does not reply

gecko18000

Hi,

I made a clothes purchase online and would like to return it. The retailer says on their website to email them for a returns label and instructions. I did this about a week after receiving the item. After a few days with no reply, I also messaged them via their website. No reply again.

They do have a physical shop in London, but I can't find a phone number. Their website says 'items sent back to use without first requesting a return will not be accepted' but it's now been eight days and no response.

What is the best thing for me to do here?

Many thanks for any advice 

Okell

What date did you take delivery?

gecko18000

I think I took delivery on 25th June and then sent my first email requesting a return on 1st July.

sheramber

What is the company name?

gecko18000

Ameri-Camden. I appreciate small businesses are busy, but not replying to an email for a week is unusual.

born_again

Ameri-Camden Incorporated 21 Jan 20 (edited for typo) 
gmail address

Yet website lists in Privacy policy
DISTURBED CLOTHING 
245 Camden High Street, London, NW1 7BU, United Kingdom

Interesting that more than 1 clothing co resides there.
DT Vintage Clothing in Camden
As well as Tattoo, vaping & souvenirs 

A lot of red flags here.

Shopify site as well.
Domain name from 2020, but 

Last changed

6/4/2025

gecko18000

They do have a physical store in Camden, and pretty good reviews on TrustPilot (for what it's worth...). Hopefully they'll reply soon, but if not, do you know what my options are? Thanks 

Alderbank

born_again said:

Ameri-Camden Incorporated 21 Jan 25
gmail address

Yet website lists in Privacy policy
DISTURBED CLOTHING 
245 Camden High Street, London, NW1 7BU, United Kingdom

Interesting that more than 1 clothing co resides there.
DT Vintage Clothing in Camden
As well as Tattoo, vaping & souvenirs 

A lot of red flags here.

Shopify site as well.
Domain name from 2020, but 

Last changed

6/4/2025

Are you sure about that incorporation?

Companies House says Ameri-Camden (No 12849765) was incorporated 1 Sept 2020 and is still trading doing retail sales by mail order and internet.

Okell

gecko18000 said:

I think I took delivery on 25th June and then sent my first email requesting a return on 1st July.

You have 14 days from delivery to clearly inform the seller that you are exercising your statutory right to cancel a distance contract under para 29 of The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.  Just email them again and tell them this.

You then have a further 14 days in which to return the goods.  Keep any and all evidence of having sent the goods back in case they should go "astray".

If the seller's T&Cs do not explain this right to cancel, the 14 day deadline can be extended by up to a year.

[Edit:  they don't appear to have proper T&Cs; their "Terms of Service" are rowlocks and look like they've been lifted from a US website; their returns policy and Terms of Service make no mention of a consumer's statutory rights (eg the right to cancel); they wrongly say they won't accept returns they have not authorised]

gecko18000

Thanks @Okell I will email them again. I'm just wary to return the items without them replying to my email, because they state in their terms and conditions that they won't accept returns without having requested one (I guess the implication is that they have to actually reply). https://ameri-camden.com/pages/refund-policy

Not sure if this is enforceable or not, but it would be a pain if I return the items and they then don't refund me.

Okell

gecko18000 said:

Thanks @Okell I will email them again. I'm just wary to return the items without them replying to my email, because they state in their terms and conditions that they won't accept returns without having requested one (I guess the implication is that they have to actually reply). https://ameri-camden.com/pages/refund-policy

Not sure if this is enforceable or not, but it would be a pain if I return the items and they then don't refund me.

I edited my post just before you replied!

Although they have told you that they won't accept returns without being authorised, if you exercise your statutory right to cancel a distance contract then the law says that they are not permitted to deny that cancellation and they can't prevent you from returning the goods.  Full stop.  That's the law.

I suggest you email them again, clearly explaining the law to them:  ie that you are exercising your statutory right to cancel a distance contract, and regardless of whether you hear back from them you will be returning the shirt within another 14 days for a full refund.  Tell them you will report them to Trading Standards in Islington if they do not comply