Royal Mail and returns

[snowypenguin]

I may be the last to know but wanted to share in case not.

Ages ago I returned 2 t shirts to John Lewis. Went to the post office with the JL returns label on the package. Counter staff scanned the item and suck a barcode on my package. I got a receipt and I thought all fine.

Parcel didn't turn up so put a claim through the Royal Mail website. I have had a letter in today saying they admit the package is lost but a refund isn't possible because I didn't return the t shirts through a proper way. Although the items were tracked they are not insured. Just want to let others know as I know lots of you order lots online. Free online returns may not get there and if lost you are likely not to be covered. I have lost £24.

[TwoInTheMourning]

But if you have proof that you posted them, won't John Lewis refund you anyway? The free returns label means the contract is between John Lewis and Royal Mail, surely.

[Greengardenpixie]

The contract is with the company not you. The above post is correct. Take it up with JL. You have proof of posting. They should stump up the money and refund you. Its not up to you to put in a claim. Its up to JL.

[Greengardenpixie]

I sent back a parcel to ASOS. They said the didnt recieve it. I sent a photo of my receipt which was just proof of posting and they refunded me. It was as simple as that.

[snowypenguin]

Oh fab! Thank you all so much. Will give them a call.