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I purchased two pairs of Informale trousers after reading this article and found them to be much baggier and looser fitting that depicted and described – not an issue in itself and common when shopping online. No dramas right? Wrong.
What I wasn't aware of is that Informale do not accept returns for refund and only for exchange or store credit. As they are an Australian company consumers are not protected by UK distance selling regs.
I pleaded with Informale founder to show some leniency and accept the return and issue a refund (well over 500 AUD) however he declined, even though I offered to cover all outbound and return shipping costs so that there was no cost incurred to Informale at all.
I appreciate that I hadn't read the small print on this occasion however in this day an age I find this totally unacceptable. Informale would rather a customer be left with a product they cannot use (I have no interest in their other products either) rather than stand by their product, take it back and sell it to someone who might be delighted with it.
Avoid at all cost – a retailer stuck in the dark ages, putting profit over customer satisfaction.
Happy to share email correspondence if of use to anyone.
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