#AskEden - International Returns?

Thomas90 Thomas90
I've read the Return Policy, and im looking to return a defective product, but its not very clear on how to do so if you are outside of the US.

Is this something i will have to pay for? Or is it covered by EF?

Also, when a replacement product gets sent out to me, will i have to pay the importing charges again? As ive already done this for the previous item, and its not really my fault that im having to send it back.

Thanks for anybodys imput!
07/12/2012
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sktb0007 sktb0007
Quote:
Originally posted by Thomas90
I've read the Return Policy, and im looking to return a defective product, but its not very clear on how to do so if you are outside of the US.

Is this something i will have to pay for? Or is it covered by EF?

Also, when a ... More
You'll have to pay to ship it back but EF will reimburse you. I've done this twice now and I'm in Canada. I suggest giving them a call at this phone number: (888) 506-5516, explain the situation, and they'll tell you exactly what you need to do. This is what I did for both returns I had made.

I'm not sure about the custom fees being reimbursed but this will be something that the staff will be able to answer when you call. Just be sure to ask them.

They'll give you the option of being refunded for the product or have a new product shipped to you. This is your choice. Like I said, shipping is reimbursed but you have to pay the initial shipping fee.

Hope I've helped. If you have any other questions you can always send me a message : )
07/12/2012
Thomas90 Thomas90
Would i be able to call their customer services from the UK? If i can, i cant see it being very cheap to do... :/

Im tempted just to keep the original product, because it seems a bit of a hassle returning it and then paying again, then having to request for being reimbursed and then having to figure out what to do about the customs fees.

Seems all a bit confusing for a simple mind like mine!
07/12/2012
sktb0007 sktb0007
Quote:
Originally posted by Thomas90
Would i be able to call their customer services from the UK? If i can, i cant see it being very cheap to do... :/

Im tempted just to keep the original product, because it seems a bit of a hassle returning it and then paying again, then having ... More
Hrm, I know that from Canada it is free to call (toll free number) but I'm not sure. I'll search on google on a moment for you to find out.

Instead of calling, you could submit a support ticket here: link and explain the situation in a message. Sending products back from outside of the USA is a bit of a pain but the staff are really helpful and refund you as soon as they receive it. Let me go find more information about toll free phone numbers!
07/12/2012
Thomas90 Thomas90
Quote:
Originally posted by sktb0007
Hrm, I know that from Canada it is free to call (toll free number) but I'm not sure. I'll search on google on a moment for you to find out.

Instead of calling, you could submit a support ticket here: link and explain the situation in a ... More
:O You're so helpful!

Here, have a gift for being so helpful ->

I have already submitted a support ticket, and they said that i could return my item, but i have yet to have a response back to my further questions about the international returns, but it takes around a day for a response, so i should have heard back from them tomorrow
07/12/2012
sktb0007 sktb0007
Quote:
Originally posted by Thomas90
:O You're so helpful!

Here, have a gift for being so helpful ->

I have already submitted a support ticket, and they said that i could return my item, but i have yet to have a response back to my further questions about the ... More
Okay so from what I've read, toll free US numbers are not free from the UK. That really stinks!

Okay, there is one last thing I can suggest. There is live chat support here at EF. I took a screen shot of where you go to get to this. You'll see I circled the area with yellow:

IMG

They are offline right now but when you click the Help button and see that they are online, you can connect with them and have an instant chat with a representative. I've used this method a few times and it's helpful and quick. I personally don't like support tickets. It's too slow for me. I guess I'm just impatient lol.
07/12/2012
Incendiaire Incendiaire
Quote:
Originally posted by Thomas90
I've read the Return Policy, and im looking to return a defective product, but its not very clear on how to do so if you are outside of the US.

Is this something i will have to pay for? Or is it covered by EF?

Also, when a ... More
If you return the item then you should be able to get the Import VAT you paid on it refunded by Her Majesty's Revenue & Customs, but I don't imagine it'll be the most straightforward process, especially seeing as Parcel Force don't actually send you the customs notice directly.
07/12/2012
AskEden AskEden
Thanks for the help sktb007!

A note on refunds: They come in the form of EdenFantasys gift cards.

#AskEden
07/12/2012
sktb0007 sktb0007
Quote:
Originally posted by AskEden
Thanks for the help sktb007!

A note on refunds: They come in the form of EdenFantasys gift cards.

#AskEden
My pleasure!

Is the GC refund new? Last time I had to ship a product back (it was last year), I was given the option of a check or GC. Since the amount was so small, I opted for the GC but I was given the other option.
07/12/2012
funny4now funny4now
Quote:
Originally posted by Thomas90
Would i be able to call their customer services from the UK? If i can, i cant see it being very cheap to do... :/

Im tempted just to keep the original product, because it seems a bit of a hassle returning it and then paying again, then having ... More
Why don't you submit a support ticket? They usually send you an answer withing 24 hours.
07/12/2012
Do emu Do emu
I cannot say enough good things about the support reps on the other side of the support tickets.
I've done an international refund, and they were so helpful with the process.

As far as your question about getting the customs fees refunded, I don't think it's possible. Eden is not responsible for those customs fees, your country is.
08/25/2012
Total posts: 11
Unique posters: 6