Sending gifts by post, what is your no quibble refund policy?

This months blog post picks up on an article I read in the Telegraph "Threat to Marks & Spencer's no-quibble refund" which was seen as the retail benchmark for excellent customer service. However the changing economic climate could see M&S lower the bar!


I had my first customer refund last week, not bad for 3 years of running an online gift shop. "No worries, simply post it back to me and I'll refund your money", I said. Sounds simple doesn't it? It was easy because my customers are aware of our 28 day refund policy.

I went onto Money Savings Expert, as you do, to gauge how shoppers feel about refund policies and the general consensus is people are prepared to travel a little bit further and pay a little more for peace of mind.

For many customers shopping online saves time and money, but forum posts suggest a small number of online shoppers still have a bugbear about paying reasonable postage costs which needs to cover post, packing and delivery options.

Sending small items by post is still the cheapest, secure and trackable door-to-door delivery service. Online gift shops like Boudoir Babe, Amazon, eBay, Bombay Duck and others rely heavily on this distribution method to send parcels safely and securely to our customers. Having a clear returns policy in plain English, removes any ambiguity, which hopefully means fewer unhappy customers.

Where am I going with this? For safe online shopping, buy with confidence. Online shoppers should be wary of buying from websites without a clear refund policy, especially when your coming up to the busiest period of the year for retail sales - online christmas shopping!