Dear all, this is a familiar repeating pattern with complaints regarding Selfridges. To clarify, their email is customerservices AT selfridges.com I am not going to bore you with the details, but it is a similar case of Merchant sends wrong item, item returned, Merchant refuses return and will not refund. The same story line. Instead I am listing out what you can do to safeguard yourself if you run into the unfortunate situation of buying from them without doing due diligence and research. Please take note: a) take a video when you open the package from Selfridges. This will serve as evidence when it is your word of what you received VS their word of “stern quality control procedures in place to ensure that all items are sent out to our customers in immaculate condition. All returns are also carefully inspected upon return to ensure that they remain this way and are eligible to be re sold, therefore ensuring that an item would not be sent back out to any of our customers in this condition.” b) save all email communications when requesting for return documents instead of using their online returns link to self create return documents. They will refuse your return by claiming that “After reviewing this with our returns team, we can see that you have not contacted us prior to advise that you received the incorrect item and there has been no covering note included within your return.“ c) document your communication with the Merchant. Proceed to file a chargeback with your credit card company or dispute with PayPal as soon as 5 business days have passed since the return was delivered and they have not issued your refund. If you log in and check the order status, you will see “Return Cancelled” status. This means that they will not be processing your refund. Save yourself the endless wait for a refund. d) provide documentation of all communication and video of unboxing parcel as evidence to your Bank or PayPal for their investigation. e) DO NOT cancel your PayPal dispute or chargeback at all costs. The Merchant will attempt to contact you and inform “we have tried the best we can to get this refund processed successfully. Unfortunately due to internal errors out of our control we have had to raise this further. We are now liaising with our IT department to get this refund manually processed swiftly. I can confirm that after looking into this for you we can see that you currently have a dispute open with your PayPal which means we are unable to manually process this refund for you. You will need to contact PayPal directly to either close this dispute or you can wait for PayPal to finalise this and release the funds to you. If you are able to close the dispute with PayPal now we can manually refund you today however this does need to be closed before we proceed further with your case.” Do not let them trick you into cancelling the dispute on your own. Once you cancel on your own, that means that you are no longer having an issue and Case is closed and cannot be re-opened. ALL THE MERCHANT NEEDS TO DO IS TO RESPOND TO THE DISPUTE AND ISSUE A REFUND.