The returns process was needlessly drawn out and extremely frustrating. To even start a return, you have to email a general inbox to get it “approved”. I was initially told that because the item was in the sale, it couldn’t be returned. This wasn’t true — the item wasn’t actually in the sale, and in any case it’s not lawful for a retailer to refuse all returns on sale items, regardless of what their small print says.I was then asked to confirm that all packaging was present and undamaged, including the cellophane around the glasses, which immediately raised alarm bells. Thankfully, I still had everything.When I returned the item, I made sure to keep proof of postage. Despite the tracking clearly showing the parcel had been delivered, I was told the item hadn’t been received and was asked to provide proof of postage. After sending this, I heard nothing for a few days.Having read multiple reviews describing similar issues with returns, I eventually warned that I would contact Trading Standards. Only then did I receive an automated email saying the refund had been processed — with no direct response to my email at all.It’s hard to avoid the conclusion that this company makes the returns process deliberately difficult in order to delay or avoid refunds. Make sure you are absolutely certain before ordering. I’d strongly recommend reading other reviews, as many customers appear to have had the same experience.
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