I've ordered a dress for my Christmas party. It's too big - can I get a refund?
Question: I ordered a dress for my Christmas party from a well-known retailer and collected it in-store. However, when I tried it on at home, it was too big. Can I return the dress and get a full refund?
Ger, Co Meath
Answer: Yes - if you order something online it doesn't matter if you get it delivered to your address or you click and collect in-store, your rights are the same. When you shop online, you are buying from a distance so unlike in a shop where you can see the item before you buy it, it may not be what you expected. You may also not be happy with the quality, fit or colour. The right to cancel the order, return the item and get a full refund comes from the Consumer Rights Directive, and you can return it for a full refund for any reason within 14 days of it being delivered. However, this right only applies to websites that are based in the EU.
You must cancel your order within 14 days of it being delivered. Then you must return it within 14 days of cancelling the order. Some retailers may offer a longer return window so ensure you review the terms and conditions on the website.
In relation to postage costs, if you cancel the order within 14 days, the trader must refund you both the cost of the item and the cost of standard delivery. However, if you cancel the order because you change your mind, as opposed to because the dress is faulty, you may have to pay for the cost of returning it.
Aine Carroll is the Director of Communications and Markets Insights with Competition and Consumer Protection Commission