I'd ordered a North Face product but returned one size and bought another. Because I'd done a return and new sale rather than exchange, postage would normally have been deducted from my return. I commented on this fact in a review and almost straight away Lucy from the Webtogs team resolved the issue, offering me free postage as would have applied to a normal exchange. Throughout the process the Webtogs team has been prompt and personable. I would definitely recommend shopping with confidence from them.
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Hi Hannah, Thanks for the review. We only charge postage for items coming back for a refund, exchanges are free for the customer (within the UK). You can process an exchange in your account online which then reserves the item you wish to exchange onto your order (so it doesn't go out of stock), then when the original item arrives back with us we send out the exchange. As you're exchanging over 2 orders I'll add notes to your original order so that no postage will be charged. Kind regards Lucy – Customer Service Manager