Question about online purchase

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Hi - wondered if anyone could advise. I purchased shoes online costing £120 and delivery time was stated to be 3-4 days. There was nothing on the website to indicate the shoes would be coming from abroad - I wouldn't have purchased if that had been the case as I worry about customs charges, returns etc.

The shoes arrived 8 days later, which was okay, and even though I could see it had been despatched from Spain there weren't any charges to me, so all fine.
Except, when I opened the box, they'd sent the wrong size, and they're huge on me. I double-checked my order confirmation email and I definitely ordered my correct size, so it's their mistake.

This was frustrating as I knew it was going to take at least two weeks to return the shoes, for that to be processed, and then the company to send me out the right size. I emailed their customer service and asked for return instructions as I wanted a refund due to the length of time an exchange was likely to take.

I received a reply (with no real apology) telling me that if I returned for a refund, the return had to be at my own expense, and I have to pay any duty/customs on the return. I think this is appalling as it was their mistake, not mine, so why should I be out of pocket? I've emailed back, obviously, but I'm keen to know what my rights are.

I paid by credit card through PayPal, if that's relevant. Thank you!

As they have sent the wrong size, they should pay the costs of returning the shoes. However, you may have difficulty enforcing this if they are not in the UK.

If they had supplied the correct size and you had simply changed your mind, you would have to pay the costs of returning them.

That's what I thought, @prh47bridge - their mistake, they need to pay for the return.

Ugh this is going to be annoying and protracted and possibly an expensive mistake

With them costing over £100 could you or a chargeback on your card?

Do a chargeback on your credit/debit card, they will ask for all correspondence and will then reimburse your account.

Raise a dispute with PayPal.

I've agreed a return and exchange with them - it's annoying, as with going to Spain it's going to take about three weeks for the shoes I actually ordered to arrive, but it's probably easiest.

I thought about a chargeback but thought that was only for cases where no resolution had been found, after 30 days etc.?

For a chargeback you will need to provide evidence that you have attempted to resolve the issue with the merchant.

As they have agreed to refund/exchange your chargeback request would unlikely be successful.

Ultimately the issue here isn’t with regards to the product, it’s with regards to the cost you will incur in returning the shoes, and that’s going to be a difficult one to be able to reclaim.

If the mistake is theirs (you said they sent the wrong sized shoes), raise a dispute with PayPal. I have had the same issue and obtained a full refund. You haven't received what you have ordered.