They won't refund me for my lost shoes!

[carbibarbie]

I spent £175 on two pairs of (divine) trainers, which didn't suit me and so I packaged them up and paid for them to be returned (paid for own returns as the shop has a 'no free returns' policy, annoyingly). I used Evri/Myhermes as I knew I'd get a tracking number. A few days later I checked my tracking details and it said that the package had been collected by Evri from the drop off point. However, it said this for days. Called them, they have evidence of collection, evidence of the delivery address, proof of my purchase yet will not refund me the money because I didn't pay for insurance on the package. I'm livid. What do I do? Am I just really bloody stupid, should I have got insurance or should they be reimbursing me the full amount?

I should add that they emailed me to say that they have 'lost' the package.

Yes, unfortunately, you should have got additional insurance. The basic services usually only cover up to between £20-50 loss or damage otherwise.
m However, have you checked with the company you’re returning to? I only ask as I had a parcel where tracking wasn’t update for ages but it had actually been delivered. Also had one that did go missing for weeks then suddenly turned up.

Did you buy them
on your credit card?

Yes you definitely should have paid extra - I think £175 cover would have cost an extra £5 or £6 on top of the delivery charge and it clearly asks you what the value is and says that you are only compensated for £20. Unfortunately they do lose a lot of parcels.

Weep. Makes total sense. I'm livid with myself. I only didn't get the cover because I was thinking that paying for my own returns on an expensive item is annoying in itself. I was being tight. Serves me right! Thank you for replying.

@FistFullOfRegrets I paid on PayPal? Any glimmer there?

Oh that is horrible for you. I hope they turn up.

no paypal won't help as you have not actuallu got proof that the items have been returned and not refunded, the company will say will refund on receipt totally normal same on ebay no refund until returned all returns must be tracked
the companies that lose parcel are only liable upto stated value Royal mail standard is £20 signed for £50 special delivery upto £5000
same with evri, dps fedex etc you can fully insure ( no point for glass or ceramics as they don't compansate for them anyway)
and you have to submit proof of value for all of them but if you sent basic evri will pay out £25 per parcel

I don't see why PayPal would want to help me but I do actually have evidence that the items were posted and lost as I have emails from Evri saying that they've received the item and that they've lost it... However I'm pretty certain it's not their position to help?

FWIW I would raise a claim with Paypal. What have you got to lose? You've got the proofs that they lost it etc, proof sending it back. Try it.

You do have to be careful. I ordered a load of trainers in lockdown as I have awkward feet. The site made a big deal of offering free returns but when I looked into it you were only covered for 20 quid. Luckily I read the small print and so paid additional to ensure I was covered for the £400 of trainers I was returning.

I think it depends on who you're sending them back to. This happened to me at Arket and they asked me for proof that I had sent them back and then refunded the full amount.

Agree. I’d give PayPal a shot. Nothing to lose really.

Contact your bank and see if they will do a charge back. Might not work but it won't cost you anything to try.

I wouldn't have known this either OP, i send loads back and have never paid for insurance. Can you chase it with evri/myhermes?

I don't think you'll get anything back. If the company don't receive them back because you didn't pay for the insurance, they've lost £175. Any compensation should go the the company who aren't getting their goods back.

Not much help now but when you pay with PayPal they will actually reimburse postage to return items, so you could have posted them at the right level of cover for free

Have evri admitted to losing the parcel? If so, its down to them, not you.. they should refund

@Georgeskitchen yes, they've admitted that the parcel was collected by their team and then lost.

@Orangestrap I've emailed them. It's Gabor and seem a quality brand. Maybe they'll help. Thanks for your help

Give it a go you never know
But I suspect because the PayPal payment is for the purchase not the return you'll be stuck

PayPal normally rule in the customers favour if the retailer does not respond or challenge within a certain period and the product/service is relatively low value. I would raise a dispute on the items separately for this reason.

Went on holiday and had an activity I had paid for but was not able to attend due to a medical emergency I was refunded within a day no proof needed. That was the last time I disputed but I have disputed in the past for a retailer loosing my packages, to the tune of £700 and PayPal have always ruled in my favour.

I genuinely don’t understand this.
so evri whose job it was to return your parcel have lost it and their response is ‘tough shit.’

I’ve so thoroughly fed up of the incompetence and uselessness we are expected to put up with.

@Motherskiss wow incredible! Will try! Bloody love PayPal

How do you work that?

The company haven't lost anything, they would only be £175 down if they refund the OP and do not get the shoes back.

As it stands, they sold goods for £175, they have got 2 fewer pairs of shoes but they have £175.

Your method would mean they have the OPs 175, plus the 175 compensation, and the OP would still be 175 out of pocket and no shoes