In March I spent £260 on clothes from the website of American clothing brand J Crew. Free shipping orders. Disappointed with the quality of the fabric, I returned 4 tops, expecting a refund of £141.
However, today I got an email saying I was being charged $50 (£41) for the return. This is essentially the cost of a suit. This may not have been clear to me during checkout or did not proceed with the purchase.
Since $50 is a flat rate, I understand that you may be in a situation where you return the item and receive nothing. Looks like J Crew Don’t deoes want return customers from all over Europe?
Doing this with J Crew led to eShopWorld (ESW), a Dublin-based company that handles web orders for American brands, which closed its UK stores in 2020.
Additional information on customer rates by country can be found on the J Crew website. During the ordering process, I felt that this cost was not clear. Fortunately, when I appealed to ESW, they offered a refund and they did.
Return charges are a gray area and more companies are charging returns as more of their sales go online. Zara started charging online shoppers £1.95, but store returns are free. J Crew fees are much higher.
ESW said it cannot discuss individual cases and will contact you directly.
However, “under EU and UK consumer regulations, consumers are responsible for paying the cost of return prior to purchasing a product, and inform consumers prior to purchase that a complete list of costs is available. Consumers must ensure that the product is If returned, you will be responsible for the return postage.”
Letters are welcome, but we cannot respond individually. Email [email protected] or write to Consumer Champions, Money, Guardian, 90 York Way, London N1 9GU. Enter your daytime phone number. Submission and publication of all correspondence is our Terms of service