Daylight robbery!
Ordered an item that I'm not happy with and selected to be issued with a refund. Upon purchasing the dress I received a 10% discount of £2.19- total paid for the dress was £21.99. For some reason Femme Luxe not only want to charge £3.50 to process the refund but also want to deduct the 10% discount of £2.19 from the refund, and want to offer me a refund of £16.30!!! This is absolutely unacceptable and totally unjustified. The return fee I can just about swallow. But deducting additional monies from me for an unworn item that I've requested to return immediately upon receipt, is bordering on scandalous. Have contacted Femme Luxe for further clarification as this is unacceptable practice.
Risposta di Femme Luxe
Hi Alana,
Thank you for your feedback. We’re sorry to hear that you’re unhappy with your experience, and we’d like to clarify the refund calculation to avoid any confusion.
When placing your order, a 10% discount code was successfully applied. This reduced the item price by £2.19, meaning the total amount you paid for the dress was £19.80. As this discounted amount is what was charged, we are only able to refund the amount actually paid — the discounted portion (£2.19) was not paid and therefore cannot be refunded.
In line with our return's policy, a £3.50 return processing fee is deducted from the refund. Once this fee is applied, the remaining refundable amount comes to £16.30.
We understand that this can be frustrating, but please be assured that no additional charges have been applied beyond what is outlined in our return's policy, and no refund has been withheld for an amount that was not originally paid.
If you would like further clarification or have any additional questions, our customer support team would be happy to assist.
Kind Regards,
Femme Luxe