Chantelle C.

I made a purchase on 28th May 2019 for 12r items (Order No. *******). Fashion nova advised that the order was dispatched on 30th May 2019. Shortly afterwards I was contacted via email by a UK company called Global Freight Systems (GFS) asking me to pay customs fees / taxes prior to my items being released to the carrier - Yodel. Please note, GFS only had 2nr methods of payment - by bank transfer or by a link on their website. After accessing the GFS website, it became rather apparent that something was wrong; the website did not look legitimate at all, notwithstanding the methods of payment were not in line with other businesses.

At this point, I began doing some research into whom GFS were and their relationship with Fashion nova. It didn't take me long to figure out that both GFS and Fashion nova had done this before to several other paying customers - there were loads of complaints on Google RE: customers not receiving their items after paying GFS monies that they demanded. Albeit, there were complaints that contradicted this. Therefore, I chose to contact Her Majesty's Revenue & Customs (HMRC) to confirm whether GFS were authorised to collect customs fees & taxes on their behalf. As confirmed by HMRC, GFS are not authorised.

From here on, I demanded a full refund from Fashion nova (via email and social media). It's now 21st July 2019 and I have still not received a refund (or store credit) from Fashion nova. They either ignore my message or when they do reply they ask me to confirm my order number and the events but then proceed to ignore me.

To resolve the matter, I would like a refund in full to my original method of payment. Due to the fact that I will never shop with Fashion nova again, I do not feel as though store credit is acceptable. Additionally, I have a $5.99 gift card on my account from a previous order. I'd like this sent back to my payment card also.

I would also like to state that I've purchased from Fashionnova times before and have never been asked to pay customs fees / taxes until this order.