Free shipping and returns on all orders. Should they remove all of they don’t mean it?

[Shopaholic100]

If you saw the Free shipping and returns on all orders message, on the top of all the pages of the website how would you Interpret this? When you go to the refunds and exchanges page it says at the bottom of the page monogrammed items are excluded. Am I being unreasonable in expecting them to remove all if they don’t mean all?

I would think that phrase meant there wouldn’t be a delivery charge for your order, and that if you needed to return something that there wouldn’t be a charge for postage. A free returns label or similar.

Is it monogrammed with your details? Personalised items wouldn’t usually be returnable unless faulty, or at least that’s what I’ve usually seen.

Are they refusing a return? Or telling you that you have to pay to send it back?

Monogrammed things are never returnable as standard. Who else would they sell it to? I suppose you should get free shipping but you would have seen the charges before you paid so could change your mind if you weren't happy with the price.

I paid for my coach shipping today! DammiT

But really if it’s personalised of course it’s non returnable. It does say it on the small print on their site.

I know this is usually the case with personalised items but they usually have an astrix or sign to say exclusions apply or see our returns policy for further details. My gripe is they have written all, and in my opinion all means everything unless you say otherwise. I just feel it’s misleading. Only the tag is monogrammed with my initials the bag is just plain. I’ve just received it but the price went down £30 so I wanted to know if I could return and purchase again.

Some companies like Nike do return personalised items I think.

I just don’t think they should write all unless they mean all and make it clear on the same page about exclusions.

Whilst I totally understand why personalised items can’t be returned my issue was more to do with what is written on the page.