Returns policy changed - PLT and losing money

[gem90xo]

I have just gone to return an order from Pretty Little Thing worth over £250 and the returns portal wouldn’t let me. When I spoke to someone in customer service they advised that the returns policy changed from 28 days to 14 days in February. It was been 28 days for years and this seems extremely unfair given that they didn’t notify customers about this via email (I goggled to double check, in case I may have missed the email).

I’ve asked for them to make an exception but they are not budging. Do I have a leg to stand on? Apparently this is legal (when asking chat GPT) but could be unfair / misleading under the Consumer Protection from Unfair Trading Regulations 2008.

has anyone been in a situation like this before? Do you think I will have any luck claiming back via my bank / credit card if PLT don’t help? I’ve never done this before.

most of the items are the same and just multiple sizes as they’re sizing is so off!

I have also just found out a week ago that I’m pregnant so this is even more frustrating as I can’t afford to lose over £250.

I would be grateful for any advice.

Thank you

Are you unnecessarily angry?

It wasn’t a judgement, it’s a fact.

many companies publish size guidance where you can measure yourself to make sure the clothes will fit. I’d suggest using a company where their sizes aren’t difficult to judge. Or shop in a shop if you’re struggling.

Sorry @gem90xo I know it's annoying, but yes there is nothing you can do.

Shops carry so few sizes/ranges nowadays that that’s often easier said than done. I looked at some items on the website of a particular retailer recently and decided to go to my nearest large branch to try them on rather than ordering and returning, but half the items they didn’t actually stock in store and the other half they didn’t have in my size, so it was a completely wasted trip.

Sorry you've got so many snotty responses, OP. This was their (and many other companies') business model for years - no physical stores, free returns etc encouraged the buying of multiple sizes to try on. They should be very clear when they change it, but they are profiting anyway.

What about listing the clothes (individually - or as a package) on Ebay @gem90xo ?? Or Etsy? Try to get your money back.

It's strange that none of them fit. Did they send the wrong size? Or were they the right size? Are you say, a size 10, and you sent for size 10s, and they were all too small.. Meaning their sizing could be a bit off?

How many items are there?

What an odd response.

As PP says I would probably try to resell them on eBay or Vinted as they will be new with tags

It's hardly going to end up in landfill if you can't return it as it'll go to a charity shop or textile bank.

I had this a few months ago with In The Style - thankfully only £100 worth of stuff, but they would not budge. I had never heard of the 14 day thing before, everywhere I've ever shopped was 28 days to return. I see tons of their stuff on Vinted BNWT so I'm sure a lot of people get caught out. (I managed to sell a couple of things, the rest went to charity.)

I refuse to be blamed for ordering multiple sizes because their sizing is useless, though. There's just no way of knowing how things will fit you, and most women I know are three different sizes in different shops and garments. I mean, I recently tried on a few things in M&S in person and found three different sizes fit me. It's also not my fault that online shops shops over-order and send huge volumes of clothes to landfill. It's a disgusting practice and should be better policed.

I'm guessing from the comments the OP is just planning on binning these items
ffs at least charity shop them

They did, I order regularly and had an email about it. Like I said I can’t remember when but I definitely got one

As others have said, not a leg to stand on legally, also agree that the change in rules about returning is to stop people like OP ordering £250 with of stuff which is probably at least a dozen items and sending it all back.

In fairness to the OP though, that was their business model. They don’t have physical stores to try things on and their sizing is inconsistent so people ordering multiple items and then returning was inevitable. I don’t think it’s a bad thing that they’ve changed their policy, but the OP can’t be blamed for that being the way their business worked previously.

Yes I will obviously try and sell on Vinted or charity shop. Ultimately more items that they don’t allow people to return will end up on landfill, and it’s not my fault that retailers send clothes to landfill and are inconsistent with they’re quality and sizing.

Thank you! Couldn’t agree more!! X

But that is the ‘fast fashion’ model that allows for cheap clothing.

Cheap online retailers have decimated the high street in the UK. Catch 22 that there are now few shops to be able to go and try clothing on or see the quality.

The fast fashion cheap clothes are unwanted at textile banks. They are donated… and then dumped in landfills. Textiles banks are also overflowing as way too much clothing is thrown out, by individuals as well as companies.

Buy more expensive, better quality clothes from better quality retailers. Then sizing is much better. Just buy fewer of them.

My misunderstanding You said you were struggling with sizing bc of pregnancy.
Congratulations on your pregnancy btw.

FWIW I agree it is faults on both sides. Fast fashion has resulted in low quality, destroyed high street retail, sizing consistency and created textile mountains. Insta marketing and endless 'occasion' wear has also resulted in high-turnover demand. And also in most cases because of salary stagnation and COL, fast fashion is the only way people can afford to buy clothes. But consumers have the power here. We have to take some responsibility.

You bought this before you found out you were pregnant op
now you have very very recently discovered pregnant, you want to return as know that none of them will fit shortly

you missed the boat. I reckon if you hadn’t have found out you were pregnant you’d have kept the items.

Oh dear op

they do let people know their returns policy, on every single item they include the policy

what they didn’t do is update all their customers personally of this change in policy

Very true, sadly.

"Often end up in landfill" is on the company, not the purchaser! It is outrageous that this happens.

And as for people complaining about ordering multiple sizes... What are we supposed to do? You can't go anywhere to try anything on anymore and sizes vary spectacularly, even in the same brand! In the last year I have bought clothes from size 6 to size 12 that all fit equally well!!

That's before we start talking about the gamble of quality.

Moreover, when companies charge per return then it's much more cost effective to do one big order less frequently than lots of small back and forth orders. It's also better environmentally as less trips.

Companies are saving massively on overhead costs by pushing consumers to online shopping. But it doesn't mean there are no costs for companies and the costs of processing returns is one of those costs!!!

I don’t know why so many have an issue with OP ordering multiple sizes of things. The online retailers sold themselves as a just a good, if not better shopping experience than going into physical stores and much more convenient. So me in the real world, find I’ll take at least 2-3 different sizes of the same item into the changing room because of inconsistent sizing and the fact that some styles just look better slightly tighter or looser. I won’t know until I try so I do! Many times I’ve walked out the store with two differently sized items but which are both a great fit for me. So for online shopping, why wouldn’t I retain my same shopping style? It’s not like I’m shopping every month either, maybe 2-3 times per year.