Having been a customer of Selfridges since 1979 and having always received good service and good quality products, when deciding where to purchase a Black Leather Biker Jacket as a Christmas gift, I automatically got on the 'interwebby' and searched the Selfridges website.Bingo, item found {cost of £345.00}, item ordered, item despatched, item received.Item too big. Needing to return said item, I contacted Selfridges Customer Services and they arranged a Courier collection for December 10th 2018.All good.The Courier duly arrived at 11.15am and collected the item in its original packaging and I awaited confirmation of safe receipt and my monies refunded so I could purchase an alternative gift. Not having heard anything from Selfridges about this return & refund, I completed the online form advising them of this and waited.On the 17th of December Selfridges sent me an email saying 'We're looking into it'.By Christmas Eve, I had still not heard from Selfridges, so telephoned them and spoke to a 'Customer Services Agent.I once again advised them of the situation and was told that whilst they could confirm that the parcel had been successfully collected from my house by Selfridges designated Courier service, they could not now find it and therefore WOULD NOT REFUND MY MONEY at this time. I followed Selfridges instructions regarding the return of items of value to 'the letter' and personally handed the goods to Selfridges designated agent/courier as arranged.How can I be held responsible for what happens to it and where it goes once it is no longer in my possession?.Why should I be held financially responsible and be penalised for someone else's unprofessional conduct. This item was a Christmas gift and due to it's value, one I could not afford to replace until I had received my refund.As a result of the very poor 'Customer Service' I have received, not only do I not have my money back, but the recipient of my intended gift did not get anything for Christmas. If this is the way that Selfridges treat longstanding customers then very soon there will be very few left. I ACTED IN GOOD FAITH, I EXPECT THE SAME OF SELFRIDGES.