Who is responsible for online returns lost?

[rozzyraspberry]

For the first time in many years of online clothing shopping, a returns parcel I've sent back is lost.

As there was a free returns service offered by the retailer, which I used, I would assume that the retailer would have to refund me for the goods. They would then be responsible for putting a claim in with the courier.

Am I correct?

The courier (Hermes) have not been very helpful, and retailer (Baukjen) is being very slow in responding to me to confirm they will be the ones to put a claim in.

Thank you

The retailer always. They usually ask for proof of purchase. I always try to pay by paypal so if the retailer are unhelpful I can open a paypal case.

Usually you need to provide proof of return and they will refund. Are they uk based?

And you're lucky it's happened to me several times - although one company was a repeat offender and i suspect the parcels weren't lost, they were just disorganised. I dont shop with them any more.

Yes I meant proof of return not proof of purchase! like your post office slip or whatever.

Thanks - that’s put my mind to rest.

I have proof of postage. Also paid by credit card so hopefully should get my money back somehow.

Hermes kept saying to me the parcel was on its way back to me and I kept having to say it doesn’t have my address on it so that’s not possible!