Return Policiies on your stores?

debutanteclothing

debutanteclothing

VFG Board Member
Hi. I recently received an email from a customer who was interested in a dress but wanted to know if I take returns for size issues. I told her no because I was always afraid to accept returns after horror stories on eBay. What are some of your policies. I want to make some sales and am rethinking my stand on returns. any advice? Also, how can I protect myself if I do accept returns.

Sandra
 
I have always accepted returns for any reason. This may seem a bit loose, but I've had 1 return in the year I've been selling on Babylon Mall. It was because of a size issue. I just figure that I want each customer to be happy with their purchase, and if it doesn't fit, she isn't happy!

I do require buyers who return an item to pay the postage both ways, even though I generally do not charge extra for postage. I see this as being only fair, as I do make every effort to list measurements.

I'm sure others will think I'm too generous...

Lizzie
 
I accept 100% returns (including shipping) for mistakes on MY part. But if the customer makes a mistake (ie size) I accept returns less shipping & a 20% restocking fee. I'm thinking of changing it to giving them an option between the 20% restocking fee and full store CREDIT but no cash back
 
I recently had the exact same question, Sandra. I stated that I would accept a return if the item did not fit, but I would charge a 15% restocking fee and no refund for shipping. I stated that if the dress were damaged such as ripped out seams or broken zipper due to trying on the dress, the item would be returned at my expense to the buyer with no refund.

I expressed the importance of measuring before purchasing. (I do not want to risk having someone use the dress and then request a refund...borrowing the dress for a special event.)

Of course, if the mistake was on my part, I would completely refund the money. But the buyer was asking specifically about returning due to size issues, so I addressed that in my email to her.

Gail
 
I'm also now tagging all my merchandise in visible areas (at the waistline seam.. or underarm seam) so that they can't easily be worn & returned.

I also take lots of pictures that I don't end up using in the listing... that way no one can claim damage that I KNOW wasn't there.
 
Kristine, how are you tagging your items? Do you have one of those tagging guns?

Sandra, the people who make me nervous sometimes are the ones who ask about a return policy up front, the infamous "one liner email": Do you take returns? No other wording whatsoever . This is one of two things. the "bird in hand' shopper and the uneasy shopper. There are a lot of people who shop, typically in shopping centers where they can walk around to a bunch of stores that use the "bird in hand" method. A lot of times around holiday giftgiving or when buying a special occasion dress. They find something, they like it "pretty good" but think they might find something they like better, so they buy it just so they have something, and if nothing blows them away that is what they end up with, but if they find something more perfect, they buy the second and return the first, but "at least they have something" at any rate. This obviously doesn't work on the internet so well.

Then there are people who really, asking about the policy is really a code for "can i trust you?" as there are businesses out their who dazzle you pre sale but drop you like a cold potato once they have your money. Or they are just not confident with their ability to choose The best thing you can do sometimes, is it is not what your return policy is but that you respond to them to reassure them that you do care about their satisfaction and for the first group, subtley imply that folks need to be reasonably sure that "this is the one".

I usually reply to them that customer satisfaction is important to me. I do all I can to make sure that you are sure that you will be satisfied with the item before you make the purchase. I can teach you how to measure items that you already own to be a little more reasonably sure that it fits you. If after working together on it and you determine it is not the one, I can suggest to you other items in my shop that may fit you a bit better if this one doesn't, or would be happy to notify you when something comes in.

If you know they usually have one MO or the other, you can usually reassure them. The bird in hand people need to be assured that they are making the right decision. "This is apropriate for a cocktail party, right?" You "yes, it would be lovely for a summer cocktail party!" if you honestly think so.

One might wonder if it bites me in the rear that i am offering to take responsibility for determining what fits them, and i actually don't. It happens the 12th of never that they take me up on it, they usually just buy but wanted to feel me out if they were burned before. But on the occassion they ask for help, i sort of guide them into making their own conclusions. I am getting more and more people who have never bought vintage and are expanding their horizons about something other than buying by S/M/L and hoping for the best.

I do, when it comes down to it use the "store credit or 20% restocking fee thing but it almost never comes into play.

Chris
 
Sandra, it is also different in the mall/persnalwebshop than on ebay. you are seen more as a small business owner and it doesn't matter what other sellers do or offer...they are buying from you or not buying from you, not cruising around and comparing policies quite as much and wondering why you won't ship somewhere someone else will else.. On ebay you have the additional factors of impulse buy/getting swept up in the thrill that some people get and that is the factor i think that most differs in dealings between the two situatins.
 
Well I like the restocking fee. I also like the store credit solution. for those of you that offer a full refund, do you wait until you receive the item to process the refund?

Also, since i already replied to her email with, "Hi! Thanks for checking us out. Unfortunately, I do not offer refunds unless I grossly misrepresented the item. If I could offer some guidance on sizing........"

Should I email her back and let her know the store policy has changed, or is that "shady"?
sandra
 
I use the same policy for all my locations. I have only had 1 return ever and the buyer was unsure if it would fit so we corresponded before she made the purchase. I told her that if it didn't fit that she could return it for the purchase price without a restocking fee. Unfortunately, it didn't fit her properly but she was so happy that I worked with her before hand and waived the restocking fee that she is now a repeat customer.

I think sometimes people just want to know that you are willing to go the extra mile.

I probaby wouldn't tell the lady you've decided to change your policy but maybe you can send her a nice email and just say that you were thinking about it and if she wanted to go ahead with the purchase and it didn't fit, you would make an exception for her. Then just update your policies quietly on the side!!

Here is my return policy taken off my website (but it applies to website, mall & auctions.):

* Vintage Grace will gladly accept returns from U.S. buyers for any items you are not happy with.

* As soon as you receive your item, and determine it is not satisfactory, please send us an email and advise us of the your return and the reason.

* A 10% restocking fee on all returned items will apply. The item must be returned to us, undamaged, within 15 days of the shipping date.

* Returns received between 15 and 30 days after original ship date will be subjected to a 50% restocking fee.

* All returned items must be sent to us via USPS Priority Mail and must be insured.

* Shipping and handling on return merchandise is non-refundable.

* Returns for international purchases are not accepted.
 
aaaaaaaay, you don't scare me pippy long stocking!

Just remember, you may be a boxing fan but I've got boxing blood in my veins! My hands are registered as lethal weapons with the Department of Homeland Security!
:cool2:

:hysterical:
 
Like most here, I have always accommodated returns regardless of the reason - with a full refund less shipping costs. The only restrictions I have is to be notified within 24 hours of receipt of item and an immediate return.

I've never used the re-stocking clause - I tend to think purchasing clothing off the internet is like from a mail order catalogue...............it might look great in the photo, might be ideal on "paper" ................but when you get it, and put it on.........it just isn't 'right'!
 
This is always a big question I think regardless if it is ebay or a personal
website. I'm pretty lenient with returns and my policy is similar to
Kristine's.

I like the idea of tagging the clothing. Kristine, for those that
don't know - how does one do this? Where do you get a tagging gun - office supply store?

Sue
 
I bought my tagging gun off ebay, actually. It came from Korea or maybe Taiwan.
It ran under $20 including a ton of those plastic barbs & shipping costs. It's not top quality but it gets the job done and I've not had any problems so far.
My only suggestion is to pop the extra $$ for the one with the fine needle.

I try to tag items in a conspicuous spot so that they can't wear the item once (prom, for instance) and then try to return it-- usually under the arm at the seam... or at the side waist -being careful, of course, not to damage the item.
I bought a bunch of business cards from Vista Print online with only my web site printed on them. Under that I write the "title" of the item. On the back I write the measurements and a brief condition grade (for this I stick with A-, B, C+, etc). I'm hoping to start doing shows later this year and I figured that getting everything tagged would make it easier. Later I can just add the price onto those tags.

So far so good!
 
BTW-- I did originally check office supply places first for a tagging gun.. but they only had the big heavy duty ones for around $80.
Eek!

It occurs to me, as well, that having the measurements on the item is also great for if I set up a booth at a vintage fashion expo... makes it easier for the browsing customer to know if something might fit her.
 
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