I returned an item over 2 months ago, they say their internal systems mean they cannot process refunds to your card ‘automatically’ despite it being UK law that a refund must be issued within 14 days of the return being received. Instead they wait for you to contact them to see if they have even received your return, then you have to call them to get your refund as they can’t process this automatically. I’m sure there are customers that have not followed up on a return and they kept your money despite having received your goods back. This would have happened to me had I not followed up. Such an archaic system they supposedly use.
I rang them over 2 months after my refund should have been issued and they processed the refund automatically without me confirming any details/verification so there is no excuse for them making their customers wait so long for their refunds. Anyone that returns items for them please check you actually get your money yet, or better yet, order with a company that if you need to return the process is seamless and you can get your money back without added stress.
As a side note, they also charge £40 to collect any return, no matter what the size. This is theft in itself as my parcel was a small sized package which cost Royal Mail under £5 tracked. They are ripping off mothers who can’t get out of the house and don’t have the time to organise their own couriers.