Jacket Order
Ordered a jacket (£250, reduced from £350 in a sale) on Saturday 29th August and received order confirmation straight away. Understood a short delay was likely given the bank holiday weekend, but heard nothing further by the following Thursday, so I emailed to check progress — no reply. I followed up via Facebook DM on the Saturday and got only an acknowledgement, no actual update. The order was finally dispatched the following Sunday night (i.e. next day) and arrived quickly on the Tuesday, which was a genuine positive once it was moving.
Packaging was disappointing for a £250 item — two large brown envelopes taped together, no other protection. Unfortunately the jacket didn't fit, and I found there's no returns or delivery information anywhere on the site. Emailing to ask got a prompt, helpful response with a return address, and the item was promptly sent back. However, the refund I received afterwards covered only the item cost, not the original delivery charge — which, under the Consumer Contracts Regulations 2013, should also be refunded on a full return. I emailed again to flag this and, as of now, have had no response.
A mixed experience: quality communication and honouring the return itself let it down, and an outstanding refund shortfall that's gone unanswered is a real ongoing issue rather than just an early hiccup.