I recently bought a pair of shoes online from Camper. I wasn’t sure which size to order and considered buying two so I could return the least suitable. But at £145 a pair, I could not afford to do so. The pair I received were far too big. On the enclosed invoice it clearly stated to contact Camper about a size exchange. After emailing, I was told it will only exchange if there is a manufacturing defect. It actually says returns may be taken to its store and I’m happy to go to London or Edinburgh to take them back.
JN, South Gosforth, Newcastle upon Tyne
Camper says that the Peu shoes you bought – lace-up sneakers – were part of its “customisable” Camper One range, for which its website specifies “returns are only accepted in cases of manufacturing defects”. However, we would argue that the Consumer Contracts Regulations – which replaced the Distance Selling Regulations in 2014 – should protect you, although there is an exemption for tailor-made goods. This is because you insist you have bought this style before as “regular shoes” in a standard size, colour and design.
However, after our intervention Camper took pity on you. It told us: “We understand that sometimes mistakes can occur and we want to make sure JN is satisfied with her purchase. We would like to offer her the opportunity to change the size or the model if she prefers.” Its customer service team has been in touch.
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