Returns issue - no refunds Try on - just a credit note
I ordered 4 leggings of what I hoped was the right size By their own size chart but even across different leggings of the same size, the size/fit varied significantly. On trying to return them, the policy is very limited. It took four online email communications - and turns out the return send address is in Spain with you paying postage. Also there is no cash refund, only a credit or exchange (or keep the goods, with a 20% again only as a store credit). So if you don’t like the item or are unhappy with quality, you still won’t receive your money back. Presumably under Consumer Law however you will if it is faulty. This won’t make them successful in the UK market. In terms of the leggings, I liked the designs but wasn’t very impressed with the fabric quality. It’s just about acceptable. Feels very synthetic. Since writing this, DressLily applied to have this review taken down. I was able to produce their own correspondence with me to prove to Trustpilot what I reported as to my experience was true. The review was reinstated. DressLily have contacted me to advise the replacements I asked for are out of stock, and they offered a cash refund after all. Bizarrely this was stated in US dollars. I advised them I accepted only the value in total of my costs in UK sterling and that they need to improve customer experience and returns policies, if they want to be meeting our usual expectations of buying online in this country. I don’t think they are set up with sufficient experience of UK trading. I have since received the refund for the items they cannot supply. They have asked me to amend the review if I am now happy. I have replied that I am not happy with the experience and therefore will not amend the review to be misleading of my experience . But I will (and now have) added to it that I did finally get a refund in cash. I do not know if they would have refunded in cash had they not been out of stock. Also they have responded to this review and referred to their size chart. As I said, I ordered using the chart. Across the same size in different leggings, there was a big difference! And you can tell that they aren’t on top of things as the response below saying to refer my complaint to them, ignores the fact that I have done all that with them already! And am just letting you know my experience.