Impossible to return: bought Karen Millen boots through Debenhams...

[DairyM1ilk]

which I now need to return, and it seems an impossible task.

I ordered through Debenhams and I did check that it said free returns. On closer (MUCH closer) inspection, it turns out that if the item is not a 'debenhams' item, then they're not interested.

If I go to the Karen Millen website, there's no way of working this out since they don't recognise the order number, my email address or phone number as I didn't order from them.

The boots have arrived with no paperwork whatsoever.

I don't understand why they're making this process so awkwardly difficult, as it means I will never ever buy from them again.

But for now, what do I do with these boots??? (which by the way don't buy, as the fit is awful and they don't even go half way up my calves, and I don't have big calves!!).

(NC because I am ranting about this to everyone in RL)

If you ordered through Debenhams then you return through them. Does your order show online with them?

Go to your Debenhams account and look for returns , online orders often don't come with paperwork now and you just do it online and print out a label or get a qr code for Hermes etc

Post on legal, but almost certainly when Debs accepted your order they contracted to supply the items in a useable state. So the return should go through them. Are they still trading though?

On the website

Karen Millen never gave refunds so they won't help you anyways but yes return via Debenhams .

I don't have an account with Debenhams as such, I just ordered through them for the first time ever, I have the email confirmation from them with my order number. However, I don't have a way to access my order details through their website, and their website states:

*For items supplied under a contract with a Concessionaire Brand:
Please return the item direct to the Concessionaire Brand that supplied the item by using their returns process. To do so, please follow the instructions provided to return your item that are set out in the delivery note enclosed in your parcel.

You will receive a confirmation email once the Concessionaire Brand has received your parcel and a refund has been processed by the Concessionaire Brand.*

There's no paperwork with the parcel whatsoever.

I always set up an account foe this reason .. is there anyway to set one up now and track your orders ? I'd try that

Just looked at their returns policy and I don't understand what you mean when you say if its not a Debenhams item they aren't interested? States that their returns policy also covers third party sales?

The concessionaire list doesn't show Karen Millen as an option. Is it through one of the other brands?

"This Returns Policy applies to goods ordered under a contract with Debenhams.com Online Limited ("Debenhams") and goods ordered under a contract with a third party seller that sells goods on our website (a "Concessionaire Brand")"

www.debenhams.com/page/concessionaire-brands it's not on this list so I'd return them using the other option

You'll need someone with better legal knowledge but I thought Dinstance Selling Regulations stated you can return most items for a refund within a set time? Does the small print about concessionaires override that? If not can you tweet them to complain and see if that sorts it? Good luck.

Hey @DairyM1ilk I've just returned three Karen Millen dresses back to Debenhams, for free. KM is not a Concession brand - I had to print out a returns label - go to this page and follow the instructions after '4' (there is a link to the list of Concession brands too):

www.debenhams.com/page/after-april-returns

Yep you’ve confused yourself, Karen Millen isn’t a concession brand.

Follow the normal Debenhams process and you’ll be refunded, it’s not as smooth these days but they are still processing refunds and meeting their legal obligations.

@gunnersgold

Karen Millen never gave refunds so they won't help you anyways but yes return via Debenhams .

That's not true, my refund arrived a few days after they received the return.

In store I meant , they were known for exchanges only . Obvs distance selling rules apply for online ✅

I'm fact KM business has changed very much over the years . It used to be really high end and glitzy like a boutique and now it's mostly in dept stores or online so irrelevant now .

Where you able to sort out your return OP?
I'm about to order from Debenhams and the returns policy is straight forward for their own products but for concessions there's no idea how much it would cost until the item is delivered and the returns policy is provided with the item delivered.

I recently bought a monsoon item through debs, it came from monsoon with all their packaging etc and I had to return it to monsoon. When the refund didn’t appear, I contacted debs who sorted it for me

I ordered a jacket for my sister size is small they want me to return to regatta
order number not recognised nor is the email
please can someone advise what I can do ?
thank you

@Nailawaseem is there any paperwork in the parcel to tell you how to return it?

Deleting my post as someone had already made the same point.

I emailed Debenhams (it may have been a message on facebook or instgram if I couldnt find an email fro Debenhams, but they did respond in a day) asking for help and directions on how to return and they gave me details to contact the third party companies and then I arranged via those.