Selfridges refusing to refund £875 shoes- help!

I would always check the soles of a pair of Louboutons before accepting them as I know their policy. Having said that if that's the condition they came in I would 100% fight this- I've taken loads of things I e bought online back to Selfridges.

But what if the item was checked, no damage found. Then when item was sent back in perfect condition the damage happened because of handling back in selfridges? What proof would she have? Many of us wouldn’t photograph something that has come in perfect condition. I think it’s crazy that they have done this considering she has brought another pair of shoes from them so hardly trying to pull a fast one. I agree @ on Twitter is your best bet

They’re very obviously not worn. That’s not what Loubs look like after one wear outside.

Surely you are supposed to check the condition of your item when it arrives then report said item arrived damaged/used on opening. Just returning it for the seller to realise it is damaged kind of implies you caused the damage I'm afraid. Unfair but a lesson. Exactly why I video condition of hire cars abroad etc on collection.

i read it as the OP bought 1 pair online (the one returned) and later bought another one in-store (kept)

Online shopping is covered by distance selling rules - you are entitled to a refund
Op if they want to ensure that they are not worn they should have coverings on the soles marked clearly if removed you don't get your money back . they could have been a display pair. So FIGHT IT
I have loubatains - the red sole doesn't last all, like goes after one night wear, you can get it redone but i don't bother, You wont get what you paid or close to it by reselling either

Are the other shoes you bought immaculate or in a similar condition?

I really wouldn’t back down with this, not for almost £900!

And sadly if you've bought online their terms often mean you can not return in-store

You've already tried that and they said no

It's different everywhere

Also what's really annoying if you buy using PayPal and not your credit or debit card then you have to return items in a completely different way at times

It's all very annoying but I suggest you all double check the small print before buying online in future

It's because you've returned 2 pairs

So you look like a repeat offender of buying, wearing then returning

Which in your case is very unfair because you of course did buy another pair in store as a replacement which you've surely advised them of

Sadly no law decrees that any shop where you have bought in store has to refund you

However legally if you bought online and only online then they do have to refund you

Just take THOSE shoes back to the store and use the receipt from the in store transaction.

I can't tell there are marks, but if the sales assistant refuses, just try again with a different sales assistant or at a different Selfridge's.

There's no way I would accept having a pair of £875 shoes I didn't want to appease a multi million pound company.

I’d also open a dispute with PayPal and say the shoes were exactly as you recieved them. You could even say one of the reasons you are returning is because of their condition. If what you are saying is true and you only wore on carpet then they must have been sent to you with that scratch??? For such an expensive item I’d expect perfect product and perfect customer service..

Something similar happened to me with Harvey Nichols, who didn't even inform me that my return had been rejected; the first thing I knew of it was via a DPD notification informing me that they had received my parcel from Harvey Nichols.

Given that I was not expecting anything further from Harvey Nichols, I telephoned them and was informed that a refund could not be issued, and the customer advisor I spoke to was unable to tell me why?!

I simply refused to accept delivery of it when DPD turned up the following day.

Harvey Nichols refunded me a few days later, so you could always try this if all else fails!

UK registered

That's bonkers. It's clear that those shoes haven't been worn!

This is crazy, I'm so sorry this is happening to you.

Not in the same league, but I just paid £63 for a pair of shoes from dune, they arrived with a glue mark on the back of one heel, and several scuffs on the soul.

I was really unhappy, so I emailed customer services and suggested they might have been a previous return, they just said to return to warehouse, but we shall see if they do get refunded.

I was really shocked!

Yes, but I believe Selfridges is a UK registered company.

This. Distance Selling Regulations apply, as they are not food/personalised. A shop can refuse because you’ve seen the item at the point of purchase, but an online shop cannot refuse return (unless food/personalised).

You can’t return it for example if you brought it from white fox online. Because they’re based in Australia. So they don’t have the same laws

if they are run outside of the uk then they’re under the laws like you’re saying.

There are shoe repair specialists who can fix Louboutin red soles, so the seller could get them fixed for resale. Maybe you could offer to pay for the repair out of the refund? Not helpful, but I have bought two pairs of Louboutin's in my life and they are the most uncomfortable shoes in my wardrobe, so make sure to break in the ones you have for your big day.

Wishing you a wonderful wedding - hope you have a super day.

I’d go back to them at this point and say, having been made to drill down into what on earth happened that CL’s should be sold with a protective sticker on the sole and this pair certainly had not been, nor had the one in store - ask as an authorised retailer of the brand why they deviate from their protective measures clearly set out - that would be my hook along with the fact you followed exactly what had been asked of you and could do nothing further (whereas they clearly could and should have done more..). If I was feeling particularly grumpy with them I would cc CL customer service I to the exchange as it’s not how a brand really wants to be represented

they are actually obliged if you ordered online.

No. They are not. They can refuse a return if you buy it in the shop.

it also depends on the country that you’re buying from.

That’s incorrect. They do have to accept a return if they’re faulty.

@Cerealkiller4U - but it cuts both ways. OP responds with "no, they were damaged when I received them", Selfridges will say "prove it"...so, tough tits. Selfridges can't play by a different set of rules. The law sides with the little guy. It doesn't let Selfridges go around decreeing and claiming whatever it likes with zero evidence.

How did you pay? Can you dispute with PayPal or credit card?
while there’s a scratch they have obviously not been worn. I’m sure there are plenty with similar scratches in the store where people try them on. They should offer you credit if not a refund