I followed Holland & Cooper’s return instructions exactly. The size and color of my jacket and fleece were wrong for me, so I returned the parcel exactly as their website requires and clearly marked as a return package. I paid the return shipping myself.Despite that, Holland & Cooper did not collect the return.Because of their inaction, the parcel sat in customs and import charges were applied which should never happen for a clearly marked return. That is not my responsibility. I did everything correctly. They simply failed to pick up their own return.Now the parcel is being sent back to me after it stayed in customs OVER A MONTH. And I repeatedly told them to collect it.Meaning: I paid return shipping for absolutely nothing.I contacted customer service four times by phone and four times by email. Not a single person has offered a solution. No one has taken ownership. No one has even tried to fix the situation.And let’s be clear:This is not a €20 shirt from H&M we’re talking about.The package was over €600.On top of that, after sending back the first jacket, I actually ordered a new jacket from them so they didn’t lose a customer. I literally bought a second item while trusting their return process.Yet this is the treatment I received.So the question remains:Who is going to refund the original €600+ jacket?Because right now, Holland & Cooper has my money, I have a jacket I tried to return correctly, and I’ve wasted shipping fees due to their negligence.This is not premium service from a “premium” brand. Even Shein offers better service.This is a complete failure of customer care and logistics.I strongly advise potential international customers to think twice before ordering from Holland & Cooper.
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Luxury British Fashion House
