Shopper told to return items to China for refund

Ms Griffiths said she was told to post return items to China

A shopper has described her "shocking experience" with an online clothing company after she said she was told she would need to post return items to China.

Jane Griffiths, from Newquay, Cornwall, ordered what was listed as a "stylish khaki jumpsuit" from Mova London but instead a cream two piece arrived.

She requested a full refund but she said she was told by the firm she had to send the items to China, which would have cost more than she paid for them. Despite its name, she questioned whether the firm was based in the UK.

Mova London said it "understands there has been some concern regarding the order" but it did not respond to questions about its return policy or whether it was UK-based.

Ms Griffiths, who believed she was ordering from a firm based in the UK, said she was told her items were being shipped from China when they failed to arrive within five days.

When the items arrived three weeks later, she said the items were "not khaki but cream", while the material was "flimsy" and the "fit was wrong".

She said she asked to return the items, but was told she could keep them and have anything from between 10%-40% refund.

The experience left her feeling "conned", she said.

Kat Cereda, from Which?, said more shoppers were being misled by websites that appear to be UK-based.

"They sell items that generally disappoint and are extremely hard to get a refund from," she said.

Ms Griffiths used charge back through her bank and received a full refund.

Mova London said it considered the case to be closed "as the matter has already been addressed through the appropriate channels and resolved via the customer's bank".