What to do re faulty goods

[Casperroonie]

I treated myself to an expensive (for me) pair of wellies (£42 with a discount). I wear wellies everyday as I live in the country.

They arrived this week but the insole is scrunched up in the right foot, and it feel like there's a stone in the boot causing a lot of pain. The insole was bot stuck down properly and rides up out of the boot when you walk for more than 10 min.

I tried to contact the company (Evercreatures) but they have not answered a single email out of the 4 I've sent or the messages via website. No answering of the phone calls either.

It might seem petty but they were a massive treat for me and they are faulty so I want something done, either exchange or something else.

Has anyone been in this position, what have you done to get some response?

Hopefully, you paid for them with a credit card OP? If so, then raising a dispute with your card provider usually gives the business the kick up the backside they need to respond and do the correct thing. If they don't respond, the card provider should refund you anyway and recover their funds from the vendor.

If you are within 14 days of receipt you can return for a refund within next 14 days. Advice here : https://www.citizensadvice.org.uk/consumer/changed-your-mind/changing-your-mind-about-something-youve-bought/

I bitterly regret buying them with my debit card. Not my CC. So gutted.

I've worn them. Insole came out 10 mins into the walk. They are actually faulty. Gutted.

If they are faulty you can return them.
You're not limited to 14 days.
They should be fit for purpose and you consider them to be unfit.

If they're not responding, contact trading standards.

Also write.them letter stating your case, and send it via recorded delivery. State that you expect a response withing 7 days and be clear about what you expect (refund or replacement).
Also state that you will apply to small claims if you do not have satisfaction and then they will be liable to additional costs.

Download the statement of claim and fill it in now. This will cost you nothing.
If you have heard nothing within 7 days, send them a copy of the claim and give them a final chance.
If still no resolution, file the claim and pay the filing fee. Then let the courts do the hard work. Most people will not defend such an action for such a low amount.

If they go bust in the meantime - cry, then never forget again to use a credit card rather than a debit card.

You can still go for the chargeback scheme on debit cards so I would suggest getting in touch with your card provider and explain to them that the supplier isn't responding and start the ball rolling. You should be covered. Different card providers do operate the chargeback scheme differently apparently.

https://www.money.co.uk/current-accounts/is-debit-card-protection-the-same-as-for-credit-cards

This is amazing advice thank you. X