Does anyone have experience returning something from the US? It seems that buyer has to pay for return shipping ourselves? I ordered two coats from them during black Friday and they sent the wrong color for one.
I bought a bag from NAP UK and it's free return. However, the import duty is not refunded.
Did you just drop it off at DHL? There's no label although it says to just bring it back. Did you get a receipt? I've emailed Harrods and 2 days with no reply, wth?
I can only truly speak for ordering within the UK, but if the only part of the order you are returning is the coat that was not the colour you ordered, you should not be paying for the return yourself. I haven’t double checked it specifically but I think you’ll probably find that’s enshrined in our consumer law here, and I would certainly not accept paying returns for anything that was incorrectly shipped, so I would advise emailing all details and clearly stating that you expect them to pay the return shipping if what you ordered was not sent and you are returning only for that reason. Returns owing to change of mind, wrong fit (unless misrepresented) etc are another matter and if they say they charge for that upfront, they are entitled to, of course. That international shipping would be a bit of hefty weight for that kind of business if they offered it free. I have to pay return shipping for a lot of stuff I get from the US if it just doesn’t work for me, but I would not accept paying it if the item was not as ordered.
Regarding the import duty on the NaP order and anything else like that, NaP of course can’t refund it, as you know, because it’s only been collected by them, and paid on to the relevant authorities. However, if I return something I had shipped to the UK from the US (and if it wasn’t done through Borderfree which handles it all as one transaction), I can download a form from the government website to reclaim all taxes and duties paid. It’s a hassle, but that’s who has that money. Can you do something like that in the US to reclaim taxes and duties paid on returned goods?
I shop at Harrods a lot more rarely now than I used to in the days when there was little online and I always shopped in store at Harrods, Harvey Nichols and a few other London places. I don’t think those big places have quite kept pace with online shopping, and their online operation is a little olde worlde. I consider them tourist destinations now, more than anything else (and I used to spend half my life in Harrods and had my wedding list there, it’s home turf!). For one thing, the selection of clothes and accessories is just not as good as it is from Net-a-Porter et al, online access direct to design houses is so easy now, and I only ever order online from Harrods or Selfridges (as with Saks or NM for instance) when I can’t get what I’m after elsewhere - but it’s rare to find it.
Harrods actually sent the wrong thing the last time I ordered from them and it wasn’t exactly a smooth operation rectifying, but they will always do the right thing in the end.
Hope it works out.