I bought a bottle of perfume from Simon Charles on 31 December 2025. The item was advertised as a posted item, and when I paid, the total I was charged was the same as other items I have previously bought from them which were posted to me. I therefore reasonably believed that postage was included as part of the payment, as it has been with my past purchases.When I contacted Simon Charles to ask why the item had not arrived, I was told that I had not clicked a separate postage option at checkout and that my order had been treated as a collection, meaning I was expected to travel 38 miles to collect it. I was never clearly warned that failing to select postage would convert the purchase into a collection or risk forfeiting the item.I then asked for a refund, but I was told the item had already been re-listed and sold, and that under their internal policy no refunds are allowed for non-collection. This means they have kept my money and sold the same item to someone else, even though I never received it.I believe this is unfair and unlawful. I paid for goods that were never supplied to me, and the seller is refusing to refund me despite admitting the item is no longer available.
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