Buying Clothing Online: Consumer Rights and Returns

Author: Lucy Debenham

You might not have the time or inclination to trawl around the high street or shopping mall for hours on end, so you decide that buying your clothes and shoes online is your best bet. However, before you begin to start shopping online for your clothes, you should have a good understanding of your consumer rights, what to do if you decide to ask for a refund or need to return your clothing.

Your Basic Consumer Rights

When buying clothes from a UK-based online store, the first thing to look for are the following key pieces of information:

The trader or business owner's name
The address (no PO Box numbers) of the trader/retailer
An accurate description of the goods and services on sale to you
Clear terms and conditions outlining refunds, returns and cancellation policies. If there is no fair (i.e. affordable) returns policy, then the seller is entitled to pay the return shipping. The company's cancellation policy and your rights in relation to cancelling a product or service

Before you decide to buy an item of clothing online, be aware that the seller should also follow these fundamental rules:

Accurately describe the item on sale
Make sure the item is fit for purpose
Make sure the item is made to a satisfactory quality with no faults

In terms of the actual clothing, accurate description translates as being as precise as possible in regards to the size, colour, and materials used to make the clothing. However, you should be aware that there is no standard or official clothing guidelines currently set out for clothes manufacturers, so sizes may vary slightly. Fit for purpose means that the clothing retains the purpose and carries that out the job that it's meant for, such as being waterproof, water resistant or breathable. Satisfactory quality means that the item should be manufactured so that all the seams and stitches are in tact and without flaw.

Further to this, when buying online from a UK-based clothing store, you will also be covered by the Consumer Protection (Distance Selling) Regulations (2000) and the E-Commerce Regulations. Basically, the key specifications are that:

You should have an opportunity check your order and shipping costs before you confirm payment
Other prior information, such as terms and conditions, item description, delivery arrangements and cancellation rights should be made available to you before you buy
You should be given or sent your payment confirmation, delivery and shipping information, as well as cancellation rights in writing (usually via email when shopping online)
You have a 7-day cooling off period of you change your mind about your purchase

But remember that clothes do effectively have their own 'shelf life', and depending on their use and how well you look after them, they will eventually wear out.

Online Purchase Rights Checker

Find out your rights when an online order goes wrong, from faulty goods to late or missing deliveries.

Try our Online Purchase Rights Checker free, here on this site →

Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.

Refunds and Returns

Should you choose to have an item personalised or specifically tailored, then the normal consumer rights do not cover you. Once you have completed a contract and made the purchase, you cannot return the item and the trader may not oblige you with a refund.

You should also be aware that there are some clothing items such as briefs, thongs, and swimwear, control and shape wear garments that you may not be able to claim a refund for. The general consensus is that for hygienic purposes, these items should be tried on over other undergarments, and if it is clear or suspected that you haven't done this, then your claim for a refund can be refused.

If you believe that the item you bought is faulty, or doesn't fulfil the description given before you bought, then you are at least entitled to a refund. It's best to check the clothing item as soon as it's received, before wearing it. If you have worn the item, make sure that the fault was not caused by misuse. If you have washed the item, make sure that you have properly followed the care label instructions.

You are also entitled to have the item repaired, and if the price of repair is deemed to be uneconomical or unsatisfactory, then you will be entitled to a refund. However, bear in mind that the trader or seller has the right to deduct a relative proportion of the cost of the item of clothing if it has been worn.

As a goodwill gesture, many retailers will offer a replacement item, but they are not legally obliged to do so. You should know that it is the responsibility of the trader, not the manufacturer, to sort out any problem such as returns or refunds.

The Next Step

Now that you have read through the advice above, you might want to put it into practice. Our Online Purchase Rights Checker lets you find out your rights when an online order goes wrong, from faulty goods to late or missing deliveries. Try it now →

98 questions

Ask Online Shopping Rights a Question

Bk 20/05/2023 at 12:58 pm

My coat was 4 mo thx old, the stitching became loose. It went back to Moncler for a repair. 7 weeks later its return with littl tear marks, scratch marks all o Ed it.
What are my rights

Lorraine 30/03/2023 at 11:24 pm

I bought items of clothing which I thought was in the UK, but it was only when I got tracking info that I realised it was America. The items I received are faulty and sent several pictures to them. They are asking me to return items to a different country to where they were sent, they want them returned to Hong Kong. This is going to cost me a lot and was wondering if it's faulty should they be recovering the cost of postage? I paid via PayPal

Lynn 28/02/2023 at 12:32 pm

I bought a coat online from JulesB. It was too big and was sent back. They’ve issued me with a credit note which I don’t want as per their returns policy. Does an item of clothing (which is too big and therefore can’t be worn ) fall within the regulations around not fit for purpose?

Stu 10/02/2023 at 7:06 pm

I recently purchased a pair of trousers which were too small. I returned with tags labels in tact. Retailer saying item is showing signs of wear which is untrue. What are my rights.
Regards k elliott

XX 02/09/2022 at 6:42 am

Hi, Please could you advise. I purchased a skirt online from a shop in the UK. It was duly posted to me in France. When UPS asked for my signature to receive the package I was asked to pay a further 130 euros import tax. I was surprised as I have ordered from this company in the past and this was not the case. The UPS delivery man informed me that I had the right to refuse the package and it would be returned immediately. This is what I decided to do. So the package was never reception or opened by myself.

I informed the shop by email and they agreed that once they received the package they would refund me. One month later, they have not received the package and they inform me I will only be refunded once they receive it. I feel powerless as I paid 30 pounds delivery charge and have no way to solve this problem. Can you advise on my rights to claim refund.

Andy 11/05/2022 at 5:36 pm

I bought some boxer briefs online and when they arrived the box was open and their was no sticky label to keep the box closed, does this indicate that the item was once returned by another customer? Meaning these boxers may well have been worn by someone else.

Annie 04/08/2021 at 7:16 pm

My daughter, bought £100 worth of clothes from AX Paris which sadly weren’t suitable. They arrived on 30th June, and were collected as returns by Royal Mail on 13th July. She paid by Klarna, where they automatically took the first payment of 3, and they will also take the other 2 payments. AX are saying the goods were returned after the 14 days so have issued a gift card, this means she will now have a gift card she’ll never use, and will still be paying Klarna for the goods she no longer has. Surely this isn’t right?

Elaine 28/10/2020 at 10:43 am

I bought some items from an online company and when they came I did not like the colour or the material but tried them on anyway. They are too short and do not fit very well but the company are now saying there is nothing wrong with the quality of the items and that I am not entitled to a full refund and want to pay me 10% as a good will gesture. Is this legal?? Please advise.

Thanks

Pollyhants 17/10/2020 at 10:46 am

I too have made a purchase from Etsy - it’s a faux fur throw which I purchased from a drop down size/ colour ordering system which says “ low on stock”
However, the throw arrived yesterday looking cheap and definitely not luxury as described.
I would like to return as not up to my expectation . The accompanying letter states that I cannot return for refund as it has been hand made for me? - as stated in their Ts & Cs
I do not consider this a customised item as I have chosen from their stock offer !
(Replying to JUP 20/9/20 who has had a similar experience )Pat

M 01/10/2020 at 3:58 pm

Pl advise - clearance / end of line garments sold online can be returned by customers ?

JUP 16/09/2020 at 2:38 pm

What are our rights on a handmade item on Etsy, which is not as described? We are told no returns as it was made to order, but this was not mentioned when the order was placed

jen 29/08/2020 at 11:14 am

I ordered my son a P.E top from an online shop where I have to buy the school clothes from. I had him try his brothers on and decided it was a good fit so i ordered him the same size. When it arrived, it didn't fit! Apparently they've changed sizing but haven't put it anywhere on the site and now i have to pay to get it returned! I don't think its right!

Tay 18/06/2020 at 9:59 am

Hi so my mum bought from this company and they’re requesting photos of the faults before issuing a refund. However, the faults are that the items are too small. My mum shouldn’t have to send photos of herself to the company for the manager to see if their is anything wrong with them? Right?

D 28/03/2020 at 7:48 am

I have purchased a prom dress from what I believed to be a uk based online retailer. They requested size specifications which I gave abs they wanted more money for tailoring. I said I didnt want tailoring as that would prevent me from a refund and they said ok. The dress is huge and not good quality and they are refusing a refund saying its tailored and by the emails they sent clearly not a uk company due to poor English and customer service I think they are in china. What can I do

Jkjj 17/02/2020 at 2:48 pm

Hi, I bought a coat and it didn’t fit so am I allowed to get the coat in a size that is out of stock even if I had to wait a couple of weeks

A 02/01/2020 at 9:17 pm

Hi, I've bought a handbag in online shop. During order there was option to add monogram for free, which I did. The personalisation appeared to be just an additional tag manually added attached to handbag. It's for sure not part of original item. When I received handbag the colour of it looks much different than on a website.
I wanted to return it, but seller said it's personalised item and cannot be returned.
Please advice are they right?

Faye 04/12/2019 at 6:39 am

I had two separate orders from chi chi London and returned them in one parcel to make it easier. They are now claiming only to have received 2 out of the 3 dresses in the box and want me to prove the additional dress was there, how can I prove this? It’s very confusing as they confirm to have received the parcel but not with all dresses. They refuse to look internally and instead want me to provide proof. Coincidentally they are refusing to refund the most expensive dress at £140!

Lou 11/09/2019 at 7:45 pm

Ordered a dress from stacees size 8 my size does not fit too small they are wanting money off me too alter all I want is an exchange

Bekah28 07/08/2019 at 8:47 pm

Help I purchased a coat from Childsplay clothing I paid £395 for my son the zip was faulty so I returned the coat to be repaired even thought the shop was not happy about doing so and was trying to say it wasn’t there problem as they do not make the item they just buy and sell so they kept trying to pass me off to the brand moncler however I returned it to be repaired received it back with another faulty zip this time it had a sharp end that has scratched my sons neck to bits so I cannot use the coat due to health and safety and the company is refusing to do anything about it just telling me that it’s not down to them and I’m basically left with a £395 coat that I can’t do nothing with help!!! As it’s a lot of money the coat is still brand new

mk 31/07/2019 at 11:27 am

Hi,

I ordered a pair of shorts off a well known company, upon undoing the button it quite literally fell off, the quality was not up to standards.

I have now got a response saying that they cannot refund me, the shorts were £50!

any advice please? Thanks

Linzi 11/07/2019 at 11:32 am

HI,
I purchased a number of clothing items from a online company called Suivremode. The materials on the images and price tags on the web page make the items look really high quality with a rustic edge, however, the items I have received look nothing like the images. The general design is the same but the motifs are basic and nothing like those on the images advertised, the material is cheap with a poor finish and the colours look nothing like those advertised either. Where do I stand with this? I am pretty sure this is false advertising, but I now have a load of clothes that I am being expected to pay for shipping back to China before they will refund me.... Am I within my right to ask for them to pay the shipping fee? Any help would be gratefully received.

L 06/06/2019 at 6:11 pm

I ordered my daughter a few dresses to try online from AXParis. The items came and were poor quality so I sent them back within the 14 day period. Today I received and email from them saying they had refunded me for three of the dress but because the fourth was a sale item I have to have a voucher for £25.20. I emailed them straight away but they say as it was a sale item they would not give me a refund.
The additional problem is they charge for postage so if I order another item and don't like it I'm liable for further postage fees.
Please can you tell if they are able to do this?

Jen 29/05/2019 at 12:06 pm

I ordered 3 garments online from a company in China. They are not like the advertised images- very sloppy manufacturing (unclipped threads etc), the fabric is polyester not linen & the striped pattern is quite different. They look cheap & tacky. I am told I have to pay postage to China (from Australia) to return them which will be expensive. And of course they already have my money! How are they able to get away with this??

Abida 24/04/2019 at 12:16 am

I ordered a prom dress for my daughter from Joy Betty. I ordered size 14, 2 size up as it stated on the website to order a larger size but when I received it the dress it was too small and does not fit her the dress is probably a size 8 or 10. Been in touch with the company but they are refusing an exchange or refund. Also it states it is a uk company but got a bill to pay for tax duty. What is my consumer rights as in total I have paid round about £150.

Gav 11/04/2019 at 8:42 am

I bought 3 items from a uk based small online shop, 1 of the items does not fit but the seller has stated on his website that he does not accept returns, I have messaged and emailed him numerous times without reply and his address isn’t listed anywhere. What are my rights on this? I even requested an exchange for something else instead of a refund but still no reply.

Eggchaser 11/03/2019 at 7:48 pm

I’ve placed an order for some trousers online. Not sure of fit so have ordered 2 sizes. I know I will return 1 pair and possibly 2 if I don’t like them.

Only just seen the following returns info on website

“How do I exchange an item?

If your not happy with your purchase please contact us as soon as possible we can send you details for your item to be returned, please note at this time we only offer exchanges on all purchases unless an item is faulty. Please note exchanges are only available for UK customers.”

Can they do this ? Ie only offer an exchange

Gutted if they can I would expect a refund

Cheers

Ben 29/10/2018 at 9:01 pm

I bought a few Garments from you but none of them fit as they are too small I sent several email
But no satisfaction or a return address has been
Sent I am still waiting for a return address
As I did asked if you can give me a Garments size equivalent to a size 16 but you did not answer my questions but send me all the Garments that does not fit me
Can you please help a to get a full refund wit a return address. Thank you

Nic 10/10/2018 at 8:49 pm

I recently purchased 3 dresses from chichi london, I returned 2 of the dresses of they were unsuitable but chichi london is refusing to refund me for one of the dresses as they are saying that a tag has been removed. When I packaged the dresses up for return, all tags were intact (having only tried them on). They are now refusing to refund me (the cost of the dress is £75). What can I do?

Aiimee 02/09/2018 at 2:17 am

I bought 2 asian suits online. I have ordered from them many times before and had no problems, however this time a dress i ordered looked too small i didnt bother to try on and sent back for a refund, (currently waiting for my refund, its been 8 days) . Another i wore to celebrate an occasion, however on the day i wore the suit in the sunlight i notice small black dots all over the suit, i messaged the retailer informing them of this via their webpage, i did not get a response so i called in a few days later.
They inform me they did not receive my message but the customer representive said i could send the item in for a refund as they do not do exchanges, and to email in the image of the black dots.

However when i emailed in, i was told i cannot get a refund as i had not informed them within 3 days that the item was faulty..i said i did not want a refund but a replacement off the faulty suit. Same size, same colour, just one that was not covered in black dots.. but was still told no.
I argued that it was not made clear that i had to report any faults within the 3 days mark, apparently i had to look in terms and conditions, even then the page doesnt load properly.

What are my rights? Please help

Kerry 18/07/2018 at 2:54 pm

I bought bikini from belle lingerie online. Received it not suitable returned it within 10 days. The company returned it back to me sayin there r 3 Red marks on the inside of cup on bikini therefore they won’t refund me. They said they took foto of it when opened I can catagoricaly say no marks were on the top when returned as I never tried that on. Does anyone no what my rights are as I won’t wear this item as the bottoms were no good so didn’t try rest on and sent back at my earliest convience

Becks 15/07/2018 at 11:27 pm

I purchased a blazer for £147 approximately 10 months ago. The inner lining ripped, which I believe demonstrates poor quality. Is it true fashion items are expected to have at least a 1-year lifespan. I would expect a £150 blazer to last longer than a few months, however, the retailer has refused a repair or replacement. Do I have a case?

Louise 11/07/2018 at 10:50 am

I brought a prom dress for my Daughter from a site called herdress I believe it is also based in China, the site asked to measure before ordering which I did luckily I had to take screen shots of measurement chart to check the sizes as measuring my Daughter.
Anyway I worked out she needed a uk size 8 so we ordered it. The dress arrived and my Daughter tried it on we found she could not sit down in it could hardly breathe out and the bardot top was way too loose as well as being very long even with 11cm heels on. I checked the invoice and noticed thst it says dress orderd uk size 8 but lists the measurements. So i checked the screenshot i took of their measurement chart and the measurements match a uk size 6.
So i took it to a seamstress she couldn't alter because of lace detail found 2 others who also said the same. Now the company for past 2 weeks keep replying the same message for me to get it altered. My daughters prom has past now as i have proved they made the fredress ss in the wrong measurements. What can I Do?

Tom 29/06/2018 at 12:07 pm

I recently purchased a 'personalised' sports t-shirt (although they supply the whole club with this design shirt, so not exactly a one-off product, and there are no other personalised touches to it). I ordered a size small, which was described as being a 40 inch chest. On delivery, the t-shirt was really baggy. On measuring it myself, the chest measured at 44 inches, hence the loose fit. The company has said they cannot do anything as it is a 'personalised' item, that this is the size I selected on checkout, and that this was covered in the T&Cs. Am I not still entitled to a refund/exchange due to the product not matching the agreed description?

OnlineShoppingRights Editor 27/06/2018 at 1:53 pm

Did you order by credit card? That might be your best means of recovering something.

Artemis 26/06/2018 at 4:00 pm

Hi, I have ordered an item to Greece from the webside lululike on the 9th of March and it never came up. The company just keeps telling me that they are working on the refund, that they have a problem with their system and other excuses. What can I do about this?I have read the seme complaint from other costumers as well. Thanks

OnlineShoppingRights Editor 05/06/2018 at 11:02 am

Unfortunately as the site is not based in the UK you cannot easily call on the UK/EU consumer rights legislation to help you. You could try contacting your credit card to see if they can help?

Tristin 04/06/2018 at 10:52 am

Hi. My daughter purchased her prom dress from a site called Lolipromdress and although based in China it looked like a legitimate site. We measured my daughter and the dress arrived some three weeks later. When she put the dress on it it was many inches too small and there was no way she could even think of zipping the dress up. Her waist is 33" and the dress waist is 30", her hips are 41" and the dress is 38". I have been in contact with them to try and get a refund but they say the measurements I gave them were incorrect. I have sent pics of my daughter in the dress, pics of me roughly measuring her (not exact measurements as the was fully clothed, it was more to show them I knew where my daughters body parts are). They now tell me the order I gave them I had said 29" waist and it's my fault.

We can not get a copy of the measurements we originally and sent and they are not forth coming with providing me a confirmation of the initial measurements we sent.

Is there anything we can do to get a part or full refund? My daughter has learnt a very expensive lesson.

Many thanks

OnlineShoppingRights Editor 25/04/2018 at 11:36 am

We think perhaps this company is purporting to be UK based where in fact they are not. They have not responded to our request for more information. Unfortunately the UK consumer legislation does not apply outside of the UK (likewise EU regs only apply in the EU). We can't really offer any advice except to see if you can find a local seamstress to alter it. Remember to review Stacees UK online where you can, so other users do not fall into the same trap.

Piggin 24/04/2018 at 10:51 am

I also have purchased a prom dress online from Stacees UK. I went on line and was immediately asked to chat. I asked there chat line if I could return the dress if it didn't fit my granddaughter and was told yes. II ordered the size 8 dress. It took some time to arrive and I had to chase it up. When it arrived on Friday my granddaughter tried it on. It was hanging on the waist and the tight fitted sleeves were not tight fitting. I immediately contacted Stacees to arrange a refund only now, to be told I can't get a refund and could I take a picture of my granddaughter wearing the dress so they could fix it. I don't want it fixed as my granddaughter feels its nothing like it was advertised as. She also doesn't want a photo of her to be sent, I totally agree with her in light of not knowing who would be viewing this photo of a 16 year old girl. How do we stand with the law in getting this refund. I did contact them the day after arrival so within there 7 day policy.

Lou 21/04/2018 at 11:38 am

I brought a jacket via an clothing app, I ordered a uk size 20 using the apps size guide the jacket arrived and is a uk size 10 I have contacted the seller and request returns address and refund but they expect me to pay to return it to China, they have not sent me what I ordered surely it’s their fault and they should pay for the return?

OnlineShoppingRights Editor 20/04/2018 at 10:29 am

If it's not an official website/business, there really isn't much you can do about this using Consumer Laws. In a private sale, they only thing that laws says, is that the items must match their description. A difference in colour due to lighting or reproduction on the a computer/phone screen may not be covered..

Gem 19/04/2018 at 9:12 am

I bought a dress online and when it arrived it had a black mark down the front of it. I returned it with the tags on and within the 14 day return policy. They have rejected my return saying their quality control have reviewed the item and are not giving me the refund and say I should have informed them of the mark ASAP. Is there any way I can dispute this? Surely the quality control should check the items before sending them out to customers..

Craigio 18/04/2018 at 9:47 pm

Hi, I returned an online clothing order and they received the items back on the 18th day since the order date, however it was only 13 days since I received the items. They will not offer me a full cash refund (only gift vouchers which I do not want), as they say their returns policy only offers a full cash refund if the items are received back within 18 days of order (they then state the returned items must be received on or before the 17th day). Do I have any rights in getting a full refund as I have read in many places that I have a 14 day cooling off period from when I RECIEVED the goods (which were then back with them with in 13 days). Do I have an argument to get a full cash refund?

Many thanks, Craig

H 17/04/2018 at 8:53 pm

Hi I brought an Asian outfit from an online outlet that sells via Facebook called mandymini boutique.
I saw a picture on my feed and ordered it but on arrival the colour is so different that I am trying to return it.
The seller says that on her Facebook page it states no refunds/exchanges but I ordered it by just looking at the picture and messaging her - didn’t look at the full Facebook page.
The seller has said that the colour in the picture is different due to the studio lighting - which is my reason for wanting to return the item. Please advise.

OnlineShoppingRights Editor 16/04/2018 at 11:12 am

Have you checked the postal address on the website? If it's operating from the UK, it is obliged to follow UK consumer laws and should refund you for faulty items. If not, unfortunately, there is little you can do. We've just had a look at their website and there are no address details. A UK or EU registered business MUST display on its website: the business name; place of registration; registered number; registered office address and if it is a member of a trade association. For sole traders and partnerships, the address of the principle place of business must be displayed. It looks as though this website is purporting to be operating out of the UK but in fact it is not.

Chelle 13/04/2018 at 10:18 am

I ordered a prom dress from staceesuk online at a cost of £109. The dress arrived and has white marks on the front and back. Requested a return via the website but have been told they will give me £15 as dress is ok. I have sent pics of the marks but they are insisting the dress is no good to them if I return and I should keep it. I do not want to wash it as this may effect the dress and make it worse. Having read other return reviews, it looks like it is a company in China, using a co.uk address. What are my rights please?

OnlineShoppingRights Editor 27/03/2018 at 11:55 am

If you ordered it from an online retailer, you should be able to simply return it anyway as you have the right to cancel at any time from the moment you place your online order, and up to 14 days from the day you receive your goods. Just inform the retailer that you are returning the item for a full refund (their website should give details of how to do this).

Mary 24/03/2018 at 10:31 am

I have recently ordered a tshirt online from a well known company and it arrived the other day. I opened the packet and had hold of the tshirt and before I went to try it on I noticed my hands were itchy and my eyes felt itchy as well. I looked down at the tshirt and it was covered in animal hair, I suffer from alergies to some animal hairs (mainly cats) and the hair on the tshirt caused a reaction. My arms/Wrists have come out in a rash as they were in direct contact with the tshirt. I put it back in its bag and contacted the company the following day, they wanted photographic evidence of my reaction and the state of the tshirt. When I took the photos of the tshirt it triggered my alergies again. I have yet to hear back from the company regarding this issue and I am unsure of what my rights are with the whole situation.

Loulaw 21/03/2018 at 9:28 pm

My son bought a polo shirt online and received product around 6th February 2018, he has worn the polo 3/4 times, he has just noticed material coming away at the seams causing a small hole, I've contacted seller and they've offered
1) I get item repaired and they'll refund cost
2) They will refund 10% value of polo
3) I can return item and they'll send onto brand/manufacturer to be assessed which would take 3months

Could you please let me know if 10% is right as the item cost €110 and is just over 4weeks old??

And if I send item back should I have to wait 3 months ??

Thanks

OnlineShoppingRights Editor 13/03/2018 at 10:37 am

Underwear/swimwear and some types of jewellery can be excluded from the right to return goods online. Many retailers will allow it, so the best thing to do is always check a returns policy before purchasing. If you think the company has misrepresented the sizing, and therefore sold you an item that was effectively "not as described" or "fit for purpose" - you might be able to get a refund under the Consumer Rights Act (faulty goods).

Em3 11/03/2018 at 8:28 am

I sold a dress on eBay. The buyer did not follow the washing instructions (dry clean only) and then complained that the zip was faulty. Ebay gave the buyer a refund. The dress is ruined and the belt is now a completely different colour to the dress. Is this right that I have to refund even if the buyer does not follow washing instructions?

D 10/03/2018 at 6:20 pm

Hi,

I ordered 3 bikinis costing over £100 I’m usually a size 6-8 which I ordered but also ordered one a size 8-10 to see which fit better. I am aware that all items of clothing can vary in sizes etc but all bikinis including the 8-10 were absolutely tiny on me, only tried the tops not the bottoms. On my delivery note it states no returns on swimwear, jewellery, lingerie or sale items and this was not obvious on the website when ordering! All I want to do is return them for bigger sizes but now I’m stuck with three bikinis I can’t wear and over £100 wasted! Surely a customer has rights to return all items if they don’t fit? This has really put my off buying online I’ve never had this issue before with any other online website, please help!

Thanks.

OnlineShoppingRights Editor 06/03/2018 at 3:10 pm

No, just contact the retailer and say it's got a hole in it so is faulty/not fit for purpose and you want to return it, assuming you didn't cause the hole yourself. You can explain that you wore it for a few hours (we're not sure why you wore it with the tag still on).

OnlineShoppingRights Editor 06/03/2018 at 12:58 pm

We're assuming these dresses were made to order based on measurements you sent? The usual consumer rights do not apply to bespoke items. It sounds as though the retailer has been quite fair in offering you a refund for dress as detailed on their website. If the items were not made to order, then you can return any of them within 14 days.

Tez 04/03/2018 at 8:59 pm

Hi
I ordered a playsuit from misguided and found that after only wearing the item for a few hours it had a big hole at the back next to the zip. Should I wash the item before returning it if it has been worn?
To do this I would need to take the tag off and not sure if this would invalidate my refund.
Or should I not bother washing it and leave the tag on?
Im just not sure if washing it would invalidate my refund they may think the washing machine has caused the hole. Any advice would be greatly appreciated
Thank you
Thanks

Nicole 04/03/2018 at 11:34 am

I bought 2 bridemaids dresses from online site Angelgown. One of the dresses is to tight so I asked could I return it for a bigger size. They said that they could me me another for 70%of the price of the dress for material fees. I said I don't need 3 dress can I return the one an not pay the price of a new dress. They said I could keep it or resell it myself . I showed that it stated on they website that if size isn't right they offer a refund. So they said they can give me a refund. I said can I get a refund then an purchase the same dress in a bigger size. They said I cud have a refund but will not be able to get another dress as I wud have to choose a refund or the dress to be maid again at a reduced price. I said can I get a refund for the 2 bridemaids dress then. They said yes . So I asked what do I need to do then and Wats the address to return the dresses. They then said they can offer me a refund of 8%of the cost and I can keep the dresses. What should I do?

Lisa 01/03/2018 at 12:10 pm

I bought some trainers online from beastvilla the the 9/2/2018 they took the money on the 12/2. I have contacted the 3 times they sent me a link to track my parcel. I have never received a tracking number from them. So tried to get them on another link they sent me for help but it it’s the available, it was a Birthday present for my son. I ave told me that I am going to contact Facebook that they are on and consumer rights but nothing. Feel I have been conned. Please can you advise me on my next step

Janny 23/02/2018 at 5:39 pm

I ordered a skirt online, it showed as in stock, the company emailed me an invoice which I had to pay by bank transfer. I paid immediately and after 2 weeks had still not received the skirt. When I emailed the company I was advised the skirt was out of stock so I asked for a full refund. I have received an email from the company advising a full refund will be made within 10 working days. That was 2 weeks ago and still no refund. I phoned the company twice today ( both times spoke to a ‘receptionist’ who said there was no answer in the accounts department and they would call me back. Still waiting.... what can I do next?

OnlineShoppingRights Editor 19/02/2018 at 3:25 pm

Is this an online retailer/registered company or a private seller via ebay/facebook etc? If the former then you are entitled to a full refund (though the retailer can take off delivery charges, but most will refund the delivery charge as well).

Craig 19/02/2018 at 2:05 pm

Hi. I am just after some advice regarding an item of clothing I purchased online. Upon receipt of the item I discovered that it was a bit too small for me. I emailed the selling company and asked if I could return the item for a bigger size. They eventually replied saying that I could not return the item but would be given a code to enter when ordering a replacement. I went through the online process again only to discover that the credit given was only around a 30% reduction of the price I originally paid. I have emailed the company (Alex Gifts) again stating my dissatisfaction with this. I have so far still not heard anything back from them. I have an item that i payed in full for, that is no use to me as it’s too small and am being asked to pay for one that will fit, albeit at a reduced price.
Please advise, regards,
Craig Studd.

OnlineShoppingRights Editor 06/02/2018 at 11:12 am

A retailer must by law, provide a business name, contact details and address. So, send a letter to the address, saying that the laws says the retailer must refund the customer within 14 days of receiving the goods back. Send a photocopy of your proof of postage. If you do not receive a refund within a week of sending the letter, say you are going to take it to the small claims court. Never underestimate the power of social media/publicity, so make sure you post reviews about this wherever you can.

Demi 04/02/2018 at 7:41 pm

I bought a dress online for £30 and did not like it so sent it back and requested a refund as indicated, I also obtained proof of postage. 3 months later I have still not received a refund, I have sent several emails and direct messages the company on Facebook and have been ignored. I cannot see a contact number on their website. How can I get my money back?

Beyond 21/01/2018 at 3:05 pm

Hi, I have recently bought a hoodie online. The hoodie arrived and is much bigger than expected. I have requested to return the hoodie, and the seller has agreed to give me a refund, however they say that they won't refund me for the cost of returning the item. On top of this, they don't have a clear returns and refunds policy on their website, meaning that I couldn't have known before hand whether they would offer me a refund on the postage to send back an item or not. In their email they also haven't given me any specifics about what class they want the item to be sent (first or second), or whether the item needs to be tracked in the post.
Am I entitled to a refund for the cost of the postage for returning the hoodie.

OnlineShoppingRights Editor 10/01/2018 at 3:52 pm

Consumer Rights legislation says you are entitled to return unwanted items within 14 days for a full refund. There is a list of exemptions but sale items are not included in this list.

Chris N 10/01/2018 at 3:05 pm

hello,

i recently bought 3 tshirts from an online clothing store in their january sale. when they arrived they did not suit me and i returned them immediatley within 7 days. the store has acknowledged receipt of my items but has responded stating they do not refund on items which are on sale in line with their returns policy. there is no mention of this when purchasing items but i have since checked and it does state this on their website if looked into. the items are not faulty i just did not like them in person. am i entitled to a refund or do i need to accept the offer of a credit note (the problem being all of their clothes appear to be a similar fit and therefore wont suit me) I also paid 5 pounds delivery and thereafter 4 pounds to return the item.

SH 09/01/2018 at 12:39 pm

I have processed a refund with a retailer online to which I checked the status of my return as it has said received. On awaiting for my money back, I did not receive anything to which I emailed my query which they replied it would take about 10 days. After the 10 days my money has still not been refunded. I do not have proof of postage as I assumed from the status of the website that it is received and the email that my money would be refunded within 10 working days. What are my rights? As they are not offering me my items back, my money or even a credit note.

Loz 31/08/2017 at 6:40 pm

My son bought a tracksuit he wore it once he'd had it less than a week and a little hole has appeared. Contacted the seller who was very rude said they won't replace the item even if I send the original tracksuit top back. There response was check the goods in future and it was very rude and abrupt which I think is a very unprofessional manner when running a business. They did not provide a returns label or any invoice. And they took the money immediatey out of my sons bank account and he didn't receive the clothing for weeks and wouldn't respond to his emails in regards to where his items were. Can you help with any advice about this.

OnlineShoppingRights Editor 23/08/2017 at 2:03 pm

If you purchased a product which is unfit for purpose, faulty, or not as described, you have the right to return the product and receive a full refund within 30 days of the date of purchase. Please quote the Consumer Rights Act 2015 when requesting your refund.

shelly 22/08/2017 at 9:19 am

I bought a dress online I wore it to a wedding and noticed the next day it had bobbled. I contact the retailers and they advised they had sold loads of that particular dress and have had no complaints and offered me a 20% discounts off my next purchased. I have sent pictures of the bobbling and have offered to return the dress. Am I entitled to a refund or replacement ? The dress was over €100 so am not happy I cannot wear it again

OnlineShoppingRights Editor 28/07/2017 at 11:39 am

If you have proof of posting, they should refund you and follow it up with royal mail.

OnlineShoppingRights Editor 28/07/2017 at 10:28 am

Was the dress from a retailer or a private sale? If it was from a retailer and is faulty, unfit for purpose or not as described, you have the right to return the product and receive a full refund within 30 days of the date of purchase. Refer the retailer to the Consumer Rights Act 2015.

Leannie 25/07/2017 at 8:00 pm

Hi there, I ordered an item on the 30th June and returned it a few days later requesting an exchange. Now over 28 days later I have no refund or exchange. I contacted the company in question showing my proof of postage and they are stating that they never received it. I paid £2.90 to return the item.

Surely, if I have provided them with proof of postage they should be refunded me the full amount?

Laura 25/07/2017 at 11:52 am

Hi I bought a dress online last week and wore it to a wedding on Saturday however it started bobbling half way through the day (I noticed it before we sat down for the meal so I hadn't been dancing in the dress at this stage), I contacted the seller and they are only offering 20% refund. The bobbling is noticeable so I won't be wearing the dress again, what are my rights?thanks

OnlineShoppingRights Editor 25/07/2017 at 10:52 am

Check the terms and conditions to find out about their refunds policy. As long as you return the item within 14 days of cancelling, the retailer must make the refund within 14 calendar days. Some retailers simply make the refund without informing you, so check your bank and credit card statements. If the refund hasn't been made, call or email the retailer's customer services department and ask.

Rhi 18/07/2017 at 2:10 am

I have sent somthing back to an online store 2 weeks ago and still haven't had a confirmation email that they received the item or anything about a refund. I have unfortunately lost the receipt from the post office to say I have returned it is there any other way in their system they will be able to look if my item has arrieved as I need my refund ?

OnlineShoppingRights Editor 16/06/2017 at 2:35 pm

Check the terms and conditions. Some items can be excluded from the usual consumer rights legislation because of hygiene and earrings/swimwear or underwear can fall into this category. Most retailers will accept returns of items that have been tried on over another garment and still have the protective labels intact but not all. The retailer should specifically details this in their terms and conditions though.

doogie 14/06/2017 at 3:10 pm

I recently 3 pieces of swimwear online, a bikini and a swimsuit, but unfortunately nothing fits and I want to return for a refund. The swimwear had the plastic strips fitted, as generally found on such items, and were tried on with underwear, but the company is stating that they do not refund on swimwear for hygiene reasons. I have used many other online clothing companies and have had no problem returning underwear, swimwear etc and wonder if there is anything more I can do to argue that they must refund my money under the distance selling regulations?

caro 08/06/2017 at 4:28 pm

I ordered a coat from an online retailer but they sent me the wrong size. The site stated French sizing but they send me the equivalent European size. I sent them pictures from the brands website and the brands live chat, where they confirmed that all their items are in European Sizing. The retailer insists that they sent the correct size - and want to charge me postage for the return. I'm worried they will not respond in time for me to send the item back within their 14 day returns policy and then just go quiet. What can I do?

Emma 08/06/2017 at 1:42 pm

Does store policy override the law?

I purchased a dress online, however, the website will only give me the money back in credit as the item was on sale.

When I complained about this as I wanted my money back - it was over £100, they said it was in their policy that they only give credit for sale items.

Is this against the law?

Thanks, any advice much appreciated.

Jmac 14/05/2017 at 11:37 pm

Hi,

I bought baby clothes online and they arrived Saturday. They are far to small and must be small made which did not state in the website. My baby is 12 months and you are lucky if a 6 month baby could fit into them. I have seven days for a refund as stated on the website, after that it is an exchange. Looked st the receipt today and there is a typed out writing stating sale-exchange only. This was not from the sale on the website and when I go into the website still it still does not state it's in the sale? Now when I send it back it will just be exchange only but surely this is wrone?

Sonya 10/05/2017 at 8:53 am

I purchased a dress from select online for my daughter , it came Monday this week she did not like it so my sister took it back to our local select store for refund and was told credit note only ? I can't find their refund policy online what do I do ?? Please help

Miraeid 08/03/2017 at 3:15 pm

I bought a dress from a dress company that looked so beautiful on the picture and when i got the dress the dress was completely different from the top part ! And when i asked the company for a refund by proof of pictures they said they couldnt refund except 8% of te dress and i worked hard to pay for it is the right with me or them ? And what should i do ?

Ali 24/01/2017 at 2:34 pm

I ordered 3 dresses online from a company that is registered in the UK. The dresses were made to measurements in their size chart (S,M,L etc)

When received the dresses had sleeves that were 19" long and not the 22" that was stated in their size chart. The pic used to advertise the dress also showed the model wearing long sleeved dress. When I complained about this they said they just work with what the manufacturer provides!

Also the stitching is not satisfactory the seams and hems have not been stitched well at all, some parts even left raw.

They are refusing to give me my money back! These dresses are not wearable at all. Do I have any rights at all?

OnlineShoppingRights Editor 20/01/2017 at 2:36 pm

There should be an address on the website. Write to the company informing them that you have not received your refund and intend to take legal action. Legislation states that refunds for online returns must be paid within 14 calendar days after returning the goods, or evidence that they were returned. If you do not hear back, you may have to take to the small claims court. It's worth contacting Trading Standards and informing them of this company's activity.

Murf 19/01/2017 at 2:59 pm

I recently returned two dresses I have requested a refund and received an email a month ago informing me that I will receive my refund within 14 days. I have not received my money back. I have emailed the company 4 times and have not had a response. I don't know what to do there is a contact number that I can find on line but no one ever answers.

Sam 25/12/2016 at 10:45 am

I purchased (on line) a shirt for Christmas for my Granddaughter. This was in late November. The first opportunity for her to check it was when she visited us on 22 December. It was not faulty but was clear that I had ordered the wrong size. I e mailed the retailer to advise them that I would return the item and requested an exchange or refund. I also telephoned and was advised to enclose a note with the returned item and there would not be a problem. I then returned the item in accordance with the retailers on line instructions. This was all on 22 December. I have today received an e mail response from the retailer as follows:

"Unfortunately we don't offer an exchange policy at the moment.

We allow our customers 14 days to return any Items from the date of receiving them. This gives you time to check your Items out and make sure it is suitable and what you expected.

I am sorry, on this occasion it has been more than 14 days since you received your order, meaning we are unable to process any refunds."

Can you please advise whether I am entitled to a refund.

Many thanks

Anthony Louch

Jammbo 09/12/2016 at 11:19 am

Hi bought 22hoodies payment up front
Looked at 10/15 of hoodies fine
Sent to print and got to last hoodie was all pulled took back to shop saying nothing they can do .printing done in different shop
And did half a sleeve but shop where hoodies bought saying a cat pulled on it no animals in print shop or in my house where do I stand cheers

OnlineShoppingRights Editor 27/06/2016 at 2:29 pm

The retailer really needs to have received the returned goods or see evidence that they were returned (eg proof of posting). You are responsible for returning the goods in the correct time and ensuring you have evidence - proof of postage should be sufficient evidence of returning goods. If you've lost your post office receipt but paid for the postage via card, your card statement should be sufficient evidence.

Unsson 24/06/2016 at 8:33 pm

Hi. I returned clothing and have not received a refund. Contacted the seller and they requested proof of postage, which I do not still have. Any advice?

leggylou 12/09/2015 at 7:58 am

I bought clothes online paid for them was told 21 days for delivery. I then was continually chasing them as didn't receive anything so I asked for my money back and I kept being ignored. I then suddenly revived the goods some 9 weeks later?? Unfortunately the goods did not fit so I sent them back within their 10 day returns policy!!! I sent recorded delivery and have proof of postage and signature that signed for the goods. It was the same name of the woman I paid the money too at the boutique. Now 3 months on she is ignoring me and I have not been refunded how can I get my £75 back??? I feel its very unfair as she has the goods back and my money and ok now I am not the only one that's had this problem!! I work hard for my money and she shouldn't get away with it!!!

OnlineShoppingRights Editor 27/04/2015 at 2:54 pm

@Gem .It is the retailer's repsonsibility to take it up with the manufacturer at least on your behalf.

Gem 22/04/2015 at 3:55 pm

I bought a dress online, wore it once and washed it via the approved method. The colours ran into each other and now the company refuse to offer me any sort of compensation! Do I have any rights here?

OnlineShoppingRights Editor 04/12/2014 at 12:30 pm

@Sue. Yes report this to Trading Standards - if a company cannot uphold their returns policy, they should not be trading.

sue 02/12/2014 at 5:23 pm

Hi. I have bought a watch online which was damaged, so i called the retailer and was told to return it for an exchange or refund. More than 2 weeks ago i send it by registered mail. I called them 5 times now every time i am told that the owner of the business will call me, but he never does. Can you advise me what are my options?

ali 05/10/2014 at 8:27 am

Hi. I have returned 4 clothing items to a company, 2 which I requested exchanges in their place and two which I wanted refunded. Two weeks passed and I has heard nothing, so I checked my bank account, which shows the company have partly refunded me. I have checked my account with the company and their records say my return was incimomplete and only two items were returned. Where do I stand with this, as I only have the proof of postage, not of the contents within the package. I would be grateful for some advice as I cannot contact the company until tomorrow. Many thanks.

OnlineShoppingRights Editor 22/07/2014 at 2:00 pm

@Spotty21 - if you can prove that the item did not meet its description or that it is not 'fit for purpose' then you can claim a refund or replacement. This could be difficult unless the quality is a really shoddy and the description was wildly inaccurate.

Spottsy21 22/07/2014 at 10:53 am

If a product has been personalised but the quality is dissatisfactory is there a right to refund, or does the act of personalising remove this entirely? I ask as some sports kit has been purchased online and personalised, but on delivery has not met quality expectation.

Another (non-personalised) item was purchased in the same online order (in error). Should this be refunded by the seller?

crazyladyloyd 20/06/2014 at 8:09 pm

Thanks for the advice it is just what I needed to know I have tried to get somewhere woth a dress I bought online I washed it how it stated but the label with the writeing on it faded and the black colour rvan into the pink.I emailed the company but they wont help me so thanks.

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