Am I going mad - returning clothes to Next

[popehilarious]

Bought some shorts on Next online, want to return two pairs. Inside the package there were only two small sticky labels - one detailed the items and the other said 'return label' and also listed the items with an option to tick if they were 'faulty'.

Bit odd as I buy stuff online all the time and usually there's a paper tick box to include with a 'reason code' for returns etc - not just whether they're faulty. And usually different labels for different means of return.

Went to go to the post office when I realised the 'returns label' didn't seem to have any paid postage on. Going to my account on the Next website (and the general 'returns' information) was confusing and contradicted itself. E.g. it gave a timescale of 14 days to return by courier but no time limit by post (can only assume it's the same).

To return by post I apparently needed to phone them and get a 'returns label' - although there is already something called a 'returns label' in the package. To return by courier I could fill in online - it seems this is the default? But surely this is more expensive for Next as opposed to me going to the post office?

Does everyone use this courier option then (which seems less convenient having to stay in all day than going to Post Office) which is why they've seemingly made this the default option? Are they hoping people will just not get around to it?

Next also don't have a 'free postage if you spend £x minimum' either unlike many other stores. They are quite a pain in the arse and I'm less likely to buy from them in future. I think I've only returned to store in the past but that involves an expensive journey now!

I return my to the store, no need to package up just give them the slips of paper

There are no slips of paper! Just two sticky labels. It would cost me about £5 to go to my nearest store so I'm not doing that.

Yeah Next is a bit like amazon for returns. I always bring it back to the store. The assistant told me that in store returns is the bulk of their job. My store is about 20 minutes away so I get what you mean

I use the courier option. I log in to my account, go to arrange a return, pick a day and then stick the label on the package. I leave the package in the cupboard by my front door and she picks it up from there so it doesn't matter if I'm in or not.

Any friends or family members going that way you could ask?

I found it really confusing too!

I couldn't understand what (if anything) needed to be put into the return parcel.

In the end I stuck the label on the front and went on the website, logged in and clicked to arrange collection. The next day a courier came round and took it. I got the refund a few days later.

This is correct - you can't post Next returns, only arrange for courier collection. This is why I only return to store - great at the moment when I work next to one, much harder from next month when I don't!

For store returns, you don't need to show any proof or anything - they just scan the bar code on the item, which links back to your account. Well, it does for account holders anyway, I don't know about card purchases.

It says you can post them but you have to faff about phoning them to get a "returns label", presumably something from the label labelled "returns label"!!

Just strikes me as a bit odd compared to Asos, Oasis, m &s, etc

Hermes is their default courier - much cheaper for them than Royal Mail, which is why you have to arrange for a royal mail return.

I live in walking distance of 2 stores, so just take stuff in, when convenient.

I use courier for returns.

They do seem to have minimised their return labels but when I've sent some back with these labels it's all been fine.

It's all done via the barcode you don't need a returns label

I'm an accountant holder, so not sure if it's different. But I always found the store returns much easier.

They do also charge for courier returns BTW.

I was wondering about this too. you definitively used to get large return forms now it seems to be the address label on my items double up as this? and I don’t know if I’ve just always returned to store but I only realised last week about the courier thing. I just took it to the post office without getting a returns label and paid it, hate waiting in for couriers and I often do a big shop, in multiple sizes so it’s £300 odd and don’t want to leave that sitting in garden or garage for pick up. Really annoying but I guess they mass returns is a big money loser and have worked out this is best for them... and I am still buying from them nonetheless 😬

They do also charge for courier returns BTW.

What? This is NUTS.
Just checked - the website says 'returns are free' but also "If you return all of your order and any items are collected by courier a £3.99 collection charge will be applied."

The same page tells you one of the ways to arrange a collection is online at next.co.uk - I'm already on the website, that is NOT useful information!

It's 2019. Loads of stores offer free delivery and free returns. Next seems very out of place, offering so much online but no 'free delivery' if you spend a minimum amount, making it a hassle to work out how to return stuff!

I am a big Next shopper so I pay for the bulk delivery option which is £20 from memory. Unlimited free delivery & returns via courier for 12 months as long as the minimum spend is £20.

Order up to midnight for delivery the next day, I couldn’t find it any easier, as the courier leaves the parcels in a safe place when i’m not home.

I do the 20 a year too, free courier delivery and pick up. So easy.

Does put me off Next a bit, especially as they have closed loads of stores in London including my local one. Though the newish one on Oxford Street is great

I can’t find my order number for next can anyone guide me please?

@Cecececrce

I can’t find my order number for next can anyone guide me please?

You should be able to find it if you look at your account online and press orders. The order number will be there.

I return to store my smaller next had a machine you can use yourself its so easy and quick so no waiting at the checkout, it only works if you have a account with them.

Oh I love Next for ease, I'm an account holder and pay the £20 a year delivery fee.

I live very rurally though and can't even get a takeaway delivered so the fact that not only to Hermes drop the delivery off they also pick the returns up on a day of my choice I find amazing.

I just arrange my returns by going into my account, ticking which items I want to return and then picking which date I want the courier to come for them. I just leave them in the porch, no need to wait in all day.

I do have my Hermes ladies direct mobile now though, which helps.

I presume when you phone them they will email it to you. I always return to store they just had a bin to throw stuff in during covid and now it is self serve where you scan the tag and it tells you which bin to leave it in. So much better than returns labels.

@Cecececrce

I can’t find my order number for next can anyone guide me please?

Not sure why you've resurrected an unrelated zombie thread to ask this, but just look on your confirmation email.

They want you to return it to store as it costs them less and you may spend money when you are there .
I would just wait until you are passing .

Zombiee