Vestiaire Collective review: Non refund of import duties

I live in Northern Ireland which after Brexit is still in the single EU market for free trade of goods within the EU.

Prior to making a purchase, in an online chat with this company (13th Sept 2023) they confirmed that when I make a purchase and import duties are charged I am to contact them through their email system to request the refund of import duties. See attached screen shots in order :

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On this basis, I purchased an item of used clothing froma seller in France on Vestiaire Collective and as predicted the system added import duties of £68.68. (see attached invoice).

I contacted them regarding the refund of the import duties and received an email asking to wait for the item to be delivered before the refund would happen. After receiving the item I contacted VC again and now they are asking me to show proof I paid the duties twice.

I have tried over and over that I am not saying i paid the import duties twice but should never have been charged the initial import duties as I live in Northern Ireland and NI remains inthe single eu market which allows free trade with other countries in the EU.

Purchase reference: Ref. [protected]

Used clothing

15th Dec 2023

Email from VC when i asked for refund of customs fee:

"

Vince Klarisse Y. (Support Vestiaire Collective)

19 Dec 2023, 21:59 CET

Hi Richard,

I am getting back to give you an update about your refund request for the customs duties charged to your order for the item Yves Saint Laurent Leather Jumpsuit (ref. [protected]).

After coordinating with our experts, they confirmed that they would process the refund for the customs duties on this transaction. Upon checking, I found that the parcel is currently in transit to your chosen delivery address.

We are humbly asking for your patience and to continue monitoring the delivery. Once you have successfully received the package, please let us know in order for us to process your refund for the customs duties.

I remain available if you have any further questions in the meantime. Thank you very much.

Regards,

Vince for Vestiaire Collective

"

After arrival of the parcel I contacted them again, explaining everything once more and now they are replying:

"

Allan J (Support Vestiaire Collective)

6 Jan 2024, 10:50 CET

Dear Richard

Greeting from Vestiaire Collective

I hope that you are doing fine,

I received an update that this time, the item is delivered to you successfully, but I heard that you are in charged of the customs, do you mean that you've paid the customs twice, pleaase?

If so, would you mind providing us with the proof of the payment of the second payment, please?

I hope to get from you soon

Allan for Vestiaire Collective.

"

I continue to explain I have not paid twice but only once and should not have been charged due to being in Northern Ireland but again get replies like:

"

Ethan R (Support Vestiaire Collective)

6 Jan 2024, 21:18 CET

Hello,

My name is Ethan and it is my pleasure to assist you and nice to meet you at Vesitiaire Collective.

Firstly, I am deeply sorry to hear that issue, I know that it is awkward.

After checking your conversation with our colleague, I see that is confusing, so could you share here again that email and explain more ?

We apologize for the frustration caused.

Best regards,

Ethan for Vestiaire Collective.

"

another:

"

Bruce R (Support Vestiaire Collective)

9 Jan 2024, 21:12 CET

Dear Richard,

Thank you for getting back.

Could you please provide us the proof of payment of paying, which show that you have paid the tax twice?

Kind regards,

Bruce for Vestiaire Collective

"

another:

" Cindy W (Support Vestiaire Collective)

11 Jan 2024, 14:39 CET

Hello there,

Hope you are doing fine,

Thank you for getting back to us regarding this case.

I do understand your concern but as I can see you are in UK and the seller is in French so when the buyer purchase out of their countries the taxes always being charged however they are in EU.

In additional that what I'm saying, the UK already charged for the taxes now.

Thank you for understanding, and sorry for any inconvenience.

Take care and have a perfect day.

Cindy for Vestiaire Collective.

"

another:

"

Luciano (Support Vestiaire Collective)

11 Jan 2024, 21:42 CET

Hello Richard,

I hope that you are doing good today.

Thank you for getting back to us about this case.

So, if you clearly paid twice the tax, would you please provide to us the proof of the amount that you paid?

I will look forward to hearing from you soon.

Best regards,

Luciano for Vestiaire Collective

"

another:

"

Turcat A (Support Vestiaire Collective)

12 Jan 2024, 21:32 CET

Hello!

Thank you for getting back to us!

So that we can move forward,can you please send here a proof of transaction please not the invoice of the item please?

We would appreciate your patience and we remain available should you need anything else

Best regards,

"

Each time i have explained Northern Ireland is in the single EU market and therefore the are no import duties between NI and other EU countries but they just ignore what I am telling them.

I have all the emails saved and all chats.

Please help.

Richard

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