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Was surprised to find out that the bit of my preview order which I wanted exchanging does not qualify for a credit, even though the item I want ( in exchange) are not in stock.
Basically, my maths showed the difference between what I returned and what I have re-ordered is minus £69 -ish, as the tank top is out of stock for 2 months. BUT as it is an exchange they are hanging on to my money until the tank top is in stock.
Make sense? well yes, but it's quids in to Johnnie this way and not me.
I have spoken to them yes, as I had to query the emails which showed a refund to my card which was less than I had worked out- they said as it was an exchange, they would keep the dosh until it was in stock. It's only £35 ish but in principle if it was more like £100 I'd be wanting it back now!
It's not entirely unreasonable really, but I was surprised as their policy which they state very clearly says you will not be charged for an item which is not in stock until it is despatched. (The entire preview order is not charged until items leave warehouse) I thought that would also apply to items that were exchanges, so refund was due and charged when item came into stock- that would seem most logical.
It does sort of make sense. You're voluntarily exchanging item A (which you've paid for and has been sent) for item B (which they will send you when it comes into stock), not returning item A for a refund and then buying item B when it comes into stock.
If you're unhappy with that you can opt to return item A, get your money refunded, and then pay for item B later. But you won't get the 20% discount that way.