UK-sounding brand, ships from China, refused a refund for a faulty item
I ordered three items. The order confirmation came from “Hayley London”, customer service replied as “Ashford and Wells”, the website lists a US company, and returns go to a warehouse in China.
Everything I received was poor quality. The silk blouse arrived with the stitching already coming loose, before it had even been worn. I reported it the same day with photos.
They didn’t offer a refund. Instead I got a string of “final” offers: 10%, then 15%, then 20%, then 40% back, or store credit. When I asked for a full refund for a faulty item, they told me I’d have to pay to post it to China, plus any customs fees.
That contradicts their own website. Their FAQ says damaged items will be put right at their cost.
In my opinion, the whole process is designed to wear you down until you accept a partial refund. Check where they actually ship from before you order, and pay by credit card or PayPal so you’re protected.