Are Sezane being unreasonable here? (returns)

[Seventeen44]

Hi all, I wondered if anyone could advise on the following:

A couple of weeks ago I returned some items I’d bought from Sezane to their UK-based depot using the postage sticker provided. Unfortunately a few days later it was listed as misdirected/rerouted on the Yodel parcel tracker and a week later there have been no further updates, so it’s clearly stuck somewhere or lost. I’ve raised this with Yodel and they weren't helpful – just told me “we have this in hand and it’ll take another 24-48 hours” but there’s still no update over 48 hours later.

I’ve emailed Sezane with a photo of my postage receipt showing the tracking number to ask when I can expect to be refunded, but they’re saying they won’t refund me until the items are received by them – even though I’ve used the postage sticker they provided using their chosen (crap) courier company (I registered the return online before sending, as per their instructions). Am I still liable for the items even though I’ve done everything I was supposed to do?! Has anyone experienced similar? Any advice very gratefully received!

I'm pretty sure they have to refund you within 14 days of you returning the item.
I had similar problems with a different retailer last month and had googled consumer laws, I'll see if I can find it again.

Thank you - that makes sense but because they're based in France I'm slightly worried they'll claim different rules apply...

No, they're not being unreasonable. Until they receive your return or the courier confirms it as lost (at which point they will pay out to Sezane) they really can't do anything. Best to do is chase up the courier at this point, unfortunately. Just keep in mind it's Sezane who has a contract with the courier so it's their risk and responsibility so as long as you did everything per their instructions you're no longer responsible for the items.

This article explains your rights if you want to cancel an online order, it does state that if you can provide proof that you have returned it then they should refund you within 14 days.

"You should get a refund within 14 days of either the trader getting the goods back, or you providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner"

@SylviaTrench - thank you, that's really helpful. Do you happen to know if this covers international companies who ship to the UK?

Per EU regulations those are much the same rules but they are allowed to delay return payment if they lack evidence of return or if they haven't received the goods yet. As above, until they receive an official notice from the courier that it's officially lost they can probably delay return payment as they can claim they are simply waiting for your package to arrive. A delay in the postage system would in all likelihood be considered a fair reason for delaying payment.

EU regs

Ah, thank you. It's so frustrating as I'm £300 out of pocket until it gets sorted out, through no fault of my own. Trying to get an answer from Yodel is a total waste of time as they can't tell me anything! Tbh this has totally put me off using Sezane again, which is probably for the best as it's way over budget for me these days!

Unfortunately Sezane are shit with their returns even without a courier messing things up. If you continue to complain they usually send you a voucher for a future purchase. I just avoid ordering with them online unless I'm certain I won't return it.

Yes, I've just been reading horror stories about their returns on review sites! I've never had a problem before with them but this (and their Trustpilot rating, which I shouldn't have ignored) has put me right off!

But even with the EU regs it says they can delay a refund if they lack evidence of a return. However you do have evidence.
I would quote the EU and UK regs at them, tell them you have provided evidence, and therefore want your refund.

Thank you, I will definitely try that. Unfortunately for now they're just ignoring my most recent message...

I’ve just read in the small print on Sézane’s T&C that:

“Return of the product(s) is the responsibility of the customer if the order was placed from abroad and is at their own risk.”

www.sezane.com/en/aboutus/terms-conditions

But this seems to contradict EU regs - can they do this?

It's a bit difficult as in all likelihood these T&C will have been written in French and then translated so the word 'abroad' is vague. I think in this case abroad means the countries not mentioned where prepaid return labels are provided and customers will have to arrange their own postage. I don't think EU regs would come into it as companies are not obliged by the EU to provide return shipping, that's what the risk is about, if it gets lost in the post whomever has the contract with the courier is responsible for claiming the loss with the courier. In this case that would be Sezane.

It does state quite outright in the t&c that they pay out refunds within 14 days from receipt of the return package btw.

Oh no I was really wanting to place an order with them but I am not going to now.

Thanks @botemp, I didn’t think about the lost in translation aspect of it that’s a good point!

@AnotheChinHair I’m seriously unimpressed tbh, although I love their clothes. Their trust pilot reviews make grim reading!

I’ve just seen on a Sezane fb group that loads of people are having similar problems… A warning that it’s probably best to steer clear of ordering from Sezane for now!