Refund being withheld - help!

kcsxx

Hi! 

I made a purchase from a website called Safiyaa in May 2025. The website appeared to be reputable and the brand is stocked on high end sites such as Harrods and My Theresa so I wasn’t concerned over the legitimacy. The dress arrived and was unfortunately too small so I sent it back within the allotted 30 day time period. It was confirmed by Safiyaa that they had received my order and that it was going through an internal quality check. I repeatedly chased to confirm if that was complete as I’d had no update, however I’m now facing issues speaking to anyone at the company. They don’t answer the phone or emails and I’ve seen reviews saying the same has happened to others. I’ve spent over £1k with the company so this isn’t a small amount of money to be without. I’ve contacted my credit card company but waiting to hear back. This has been ongoing for over a month and is causing me a lot of stress. I followed the return procedures, don’t have the product but am still without my money. Surely this isn’t legal? Any help would be appreciated! 

Nasqueron

Ask for a chargeback 

DullGreyGuy

kcsxx said:

Hi! 

I made a purchase from a website called Safiyaa in May 2025. The website appeared to be reputable and the brand is stocked on high end sites such as Harrods and My Theresa so I wasn’t concerned over the legitimacy. The dress arrived and was unfortunately too small so I sent it back within the allotted 30 day time period. It was confirmed by Safiyaa that they had received my order and that it was going through an internal quality check. I repeatedly chased to confirm if that was complete as I’d had no update, however I’m now facing issues speaking to anyone at the company. They don’t answer the phone or emails and I’ve seen reviews saying the same has happened to others. I’ve spent over £1k with the company so this isn’t a small amount of money to be without. I’ve contacted my credit card company but waiting to hear back. This has been ongoing for over a month and is causing me a lot of stress. I followed the return procedures, don’t have the product but am still without my money. Surely this isn’t legal? Any help would be appreciated! 

Assuming you bought from www.safiyaa.com then it does look legitimate however suspect they sell more via stockists than direct themselves and hence may not have the best processes for their B2C business.

As long as you have evidence of the return then a chargeback should be fairly simple. Alternatively you write a letter before action to the business themselves. 

grumpy_codger

MSE: Chargeback
All you need is their terms and the proof of sending the dress back.

As they seem not to give any UK address, a letter  before action and small claims court woulf be your last resort (after chargeback and s75 claim against your CC company).

DullGreyGuy

grumpy_codger said:

As they seem not to give any UK address, a letter  before action and small claims court woulf be your last resort (after chargeback and s75 claim against your CC company).

https://www.safiyaa.com/pages/appointment and https://www.safiyaa.com/pages/terms-conditions both give a UK address that matches with companies house https://find-and-update.company-information.service.gov.uk/company/07831234 

EDPotter

Hi kcsxx   Unfortunately, I am also in exactly the same position.  My dress was returned as per their instructions and signed for on 2 July 2025, however, after several phone messages, emails, WhatsApp messages, so far no one has responded - Very frustrating!  Wondering what steps to take next?  Also, I paid direct from my bank.  

kcsxx

EDPotter said:

Hi kcsxx   Unfortunately, I am also in exactly the same position.  My dress was returned as per their instructions and signed for on 2 July 2025, however, after several phone messages, emails, WhatsApp messages, so far no one has responded - Very frustrating!  Wondering what steps to take next?  Also, I paid direct from my bank.  

Hi EDPotter, so sorry to hear this! It’s absolutely disgraceful. I’ve looked on their Instagram account and they’ve conveniently turned the comments off. Even went as far as to look at the profiles of their employees on LinkedIn and consider reaching out to them but thought it was pointless! I don’t understand how they’re able to get away with it! Especially when they charge so much! I’m going to reraise with my bank like the other users have helpfully suggested. I think it’s going to be one of those situations where you have to continue to badger them for a resolution. Shocking that you have to do that in the first place though when you’re legally entitled to a refund. 

EDPotter

I may consider contacting the Ombudsman, if no one responds soon. 

grumpy_codger

EDPotter said:

Hi kcsxx   Unfortunately, I am also in exactly the same position.  My dress was returned as per their instructions and signed for on 2 July 2025, however, after several phone messages, emails, WhatsApp messages, so far no one has responded - Very frustrating!  Wondering what steps to take next?  Also, I paid direct from my bank.  

Never pay to any retailer or any little known company by a bank transfer. In this case you have no protection and your only option now is Small claims court

And even if you win there is no guarantee that you'll be able to recover what they owe you.

eskbanker

EDPotter said:

I may consider contacting the Ombudsman, if no one responds soon. 

Your issue isn't within the scope of any ombudsman services - your bank did all that was asked of them and the transaction wouldn't fall within chargeback or APP reimbursement regimes, so that rules out FOS, and there isn't a retail one as such....

EDPotter

Thank you for your advice, you can tell I am new to this!  The Small Claims Court it may well be then.