To expect postage to be refunded?

[janetsgarden]

I bought a pair of shoes from a company - they advertised the shoes as my size (only one of the item exists) but they have arrived and are 3 sizes bigger.
I paid for these plus £8 postage.

I can get a refund but they will not refund postage or the cost of me to return the item - is this fair / allowed?

Surely because they made the mistake I shouldn't be out of pocket?

[Alsohuman]

You didn’t get what you ordered and you’re entitled to a refund of postage in both directions. Twitter is your friend - name and shame them.

[Ripasso]

No it is not fair and you should not have to.

www.which.co.uk/consumer-rights/advice/i-want-to-return-something-bought-online

The difficulty is getting the company to stick to the rules. I’ve had some success quoting relevant parts of consumer contracts regulations to companies trying to shirk their obligations.

[janetsgarden]

I paid on a credit card (Amex) so I'm hoping that I can always go down that route?

[Herbie0987]

Amex is not a credit card.

[Theyweretheworstoftimes]

I am having a similar issue. I ordered something (food item) retailer sent something different. I returned item as it wasn't what I ordered. They have refunded my order costs and the P and P I paid as part of the order but won't refund my additional postage to return.

They have terms and conditions that state

If we can't fulfil your order we will contact you to either cancel or with your agreement despatch an alternative product.

They have breached the terms they set down and I am out of pocket.

Thank you for your link I hope you get sorted

[Blobby10]

@Herbie0987 how isn't it a credit card? I have an American Express card that I use then pay off each month just like I do with my Visa card.

[Nonotthisagain]

Even if it wasn't an error on their part they should refund the original postage. www.which.co.uk/consumer-rights/advice/i-want-to-return-something-bought-online

[janetsgarden]

@herbie0987 yes it is...

[janetsgarden]

Don't know why I feel the need to prove this

[SabrinaThwaite]

Some Amex cards are charge cards, where you have to pay the full balance every month, some are credit cards.

[pinkcattydude]

Standard amex used to be a charge card only. But most people now use the Amex credit cards. I’m sure @janetsgarden knows which one she has

[SabrinaThwaite]

I can get a refund but they will not refund postage or the cost of me to return the item - is this fair / allowed?

They should be refunding the original postage you paid for delivery (unless you paid for an express service, in which case they refund the basic service cost) as well as return postage since the item was not as described.

[PawPawNoodle]

@janetsgarden I'm sure you've checked right but are they definitely the wrong size, and you aren't accidentally reading the US size?

[janetsgarden]

@PolPotNoodle well they also definitely don't fit my feet or come close.

Advertised as a size 4, back of shoe says 7 1/2 - I thought maybe they confused it for 37 (with is a 4) but the 1/2 wouldn't make sense.

[SabrinaThwaite]

US 7.5 is a UK 5.5 for women's shoes, so still not a 4!

[Starbuggy]

YANBU, you’ve not just changed your mind, it’s their mistake so they should cover the postage

[janetsgarden]

@sabrinathwaite exactly! I don't know if it's US or not but it's definitely too big - a mistake their end.