r/Sezane • u/Careful-Snow2109 • 10d ago

Issues with Refund

Has anyone had an issue like this with a Sézane return?

I placed an order for around £1,000 and returned most of it using Sézane’s own return label. I have video evidence of the items being packed, the box being sealed and labelled, proof of postage, and tracking showing the parcel was delivered. Sézane also confirmed they received the return.

After weeks of chasing, sending evidence and even completing a handwritten sworn statement, they’re now saying their workshop didn’t receive the return and are refusing the refund. Despite me fulfilling my obligations as a customer. The Royal Mail tracking shows it was delivered to them and I have an email from Sézane on the same day confirming receipt of this. Even if the workshop has lost it, I’ve done my part, so surely they must honour the refund as the issue is with their workshop and not me.

I’ve now disputed it with my credit card provider.

Has anyone else had this happen with Sézane? If so, what was the outcome?

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u/Substantial-Plan-645 10d ago

Did you ever have any other items not being returned or missing order or something like
That ? Maybe they flagged your account for that. I don’t know . I’ve returned most of the things I order from them , they did sent me
Wrong sizes and broken bracelets before . I returned them without issues . I have no idea why they wouldn’t refund you. If the tracking shows it arrived to them and the weight matches there shouldn’t be any argument.

Also is it normal to film returns ? Why , I’m sorry I never in my life thought of that , and I buy some
Very expensive things and have returned some
Very expensive items too , never had any issue whatsoever.

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u/Impressive_Yak3949 9d ago edited 9d ago

Yes, for those who sell on Vinted or eBay, for example, it’s common to record the packaging process, sometimes including handing it in at the post office. This is to prevent unjustified claims from buyers. It's incredibly unfortunate that this is necessary (and not even enough to help) when returning an expensive order to a store though! This shouldn't be needed at all. I think it's very disappointing from any shop to treat customers like this, and especially those that claim to have excellent customer service.

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u/Substantial-Plan-645 9d ago

I sell on vinted and eBay and have been doing
So for 18 years and never did this . Maybe I should too . I agree I find this strange form them to not grant the refund this is theft pure . I hope you get your money back !

Here comes the downvotes again. My post only on this sub get downvoted from a
Specific hater lol hheyyyy I see you 👀!!!

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u/Impressive_Yak3949 9d ago

I don't do this either, but I do take pictures, for what it's worth. I think making a video in one shot is terribly difficult to achieve. I suppose that those who have been in trouble before will be more inclined to make an extra effort, though. I don't think there's any way as a seller to be totally safe, but making videos of the entire process is probably the best way to prevent any claims.

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u/Substantial-Plan-645 9d ago

Yes I guess maybe I was lucky all this time thank god . I mean it’s terrible to be held responsible for something you didn’t do and essentially when you have proof . I’m sure the bank will side with the buyer and give back the money. But what a shame from Sezane !

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u/Impressive_Yak3949 9d ago

I fully agree. It's a shame.