I have already written a review of my experience with Made which was positive. However, since then I have changed my opinion. The final item from my order was delivered which I didn't like so wanted to return. I contacted Made to discover that it is NOT possible to return the item yourself. You have to have it collected from the address it was delivered to at a cost of £10 (this increases depending on the item) and Made take no responsibility for it whilst in transit. So in other words, rather than take it to the post office and have the item fully tracked, 2nd class for approx £5 (this was 4 cushions), you have to take time off work and sit at home to wait for 3 hours for their courier to collect for £10, untracked and uninsured. I think this is an absolutely despicable policy designed to put people off returning goods (hence why there is no returns note in the parcel). I could of course understand it for large items such as furniture, but small items that can so easily be posted is sharp practice in my opinion. I will not be using this site again which is a shame because I do like their products.
To reply as a company, please log in to your business account.
Unfortunately, because we have to send a courier to collect items, and because of fulfilment and restocking costs, we do have to charge collection fees on returns.
We absolutely don't want to dissuade anyone from returning an item that they don't want, and to make is easier for you we've offered to pick it up from your work address, as you suggested. All deliveries and collections that we offer are fully trackable, so no need to worry about that.
The full details of our returns policy are in our terms and conditions, which you did accept when you placed the order.